Customer Care Lead

At Evaneos we believe that travel can be a force for good more responsible and more authentic for those who experience it and for the destinations that welcome them. Behind every trip is a promise: that when things get complicated someone truly capable will be there to help.

Were looking for a Customer Care Lead to own the quality and performance of expert-level customer support ensuring that every complex situation is resolved with empathy precision and fairness. Your mission

You lead a team of 6 senior L2 specialists and personally handle L3 (Level 3) cases the most sensitive and legally complex situations. From high-stakes dispute resolution and crisis management to commercial gesture budget control and cross-functional coordination you ensure that Evaneos delivers an exceptional human response when it matters most.

Reporting directly to Gaëlle Head of Customer Satisfaction & Operations you join the Customer Satisfaction & Ops team and take ownership of the L2/L3 expert support function.

Your team: 6 internal senior specialists dedicated to resolving the most complex customer cases from high-value disputes to legally sensitive situations. You work alongside three other leads who together form the C-Care leadership circle:

• The Customer Ops & Self-Service Lead who drives operational efficiency and deflection

• The BPO & Quality Ops Lead who manages outsourced L1 support and quality standards

• The Customer Insights & Satisfaction Manager who turns customer data into actionable improvements

You also collaborate closely with Product Tech Legal and Sales teams making this a highly cross-functional role.

High-stakes dispute resolution & L3 handling

• You personally handle L3 cases: the most complex disputes legally sensitive situations and high-value complaints requiring senior judgment deep product knowledge and negotiation skills

• You review and decide on high-stakes commercial gestures holding final authority on complex disputes that require balancing customer loyalty and business profitability

• You own and pilot the commercial gesture budget (vouchers refunds): you monitor burn rates set guidelines for your team and ensure compensations are used efficiently and fairly

• You act as the primary point of contact for the Legal department on sensitive disputes ensuring all resolutions comply with company policy and local regulations

Crisis management & organizational resilience

• You lead the Crisis Cell during major incidents (geopolitical events natural disasters health crises mass disruptions): you own the internal communication flow organize on-call rotations and ensure business continuity

• You define and maintain crisis protocols: escalation paths communication templates traveler prioritization criteria and cross-department coordination playbooks

• You manage surge capacity during crises coordinating with the BPO & Quality Ops Lead to mobilize additional resources and reorganize priorities in real time

• You run post-crisis debriefs document lessons learned and implement preventive measures

L2 team leadership & performance

• You manage coach and develop 6 senior L2 specialists fostering a culture of agile problem-solving and creative resolution

• You oversee scheduling production monitoring and queue management within SLAs prioritizing real-time urgent issues over back-office complaints

• You conduct regular call monitoring and ticket audits to maintain the highest standards of technical accuracy empathy and tone

• You set clear individual objectives run regular 1:1s and build development plans for each team member

Cross-functional coordination & feedback loop

• You collaborate with Product and Tech teams to investigate complex bugs provide field-level feedback and push for long-term fixes on recurring issues

• You coordinate closely with the BPO & Quality Ops Lead on escalation quality shared training needs and coverage planning

• You feed qualitative insights from complex cases to the Customer Insights & Satisfaction Lead and the Customer Ops & Self-Service Lead to drive upstream improvements

Adapting to the AI-driven care model

• As AI and self-service absorb simpler contacts you actively adapt L2 team skills and processes to handle an increasing share of complex emotionally charged cases

• You identify patterns in L2/L3 cases that could be prevented upstream and advocate for root-cause fixes

• You ensure seamless handoff quality from AI/L1 to L2 verifying that context history and customer sentiment are properly transferred

• The last line of defense for customer trust: You ensure that no matter how complex the problem the traveler never feels abandoned especially during crisis moments.

• A role that protects the company: You reduce legal exposure and financial risk through expert dispute management deep knowledge of travel regulations and rigorous budget control.

• Elevate the human layer: As AI handles the routine you ensure Evaneoss best humans are reserved for the moments that truly matter to a travelers safety and satisfaction.

• La Voyagerie Our bright and vibrant HQ in the 9th arrondissement is more than an office: its a hub for inspiration creativity and daily interactions with others

• Weekly remote flexibility Enjoy up to 3 teleworking days per week balancing focus time at home and collaborative moments at the office.

• Travelling teleworking The flexibility to work from different countries or regions multiple times a year.

• Travel budget Experience Evaneos services firsthand with dedicated travel perks.

• Well-being activities Partially covered sports memberships through Gymlib music and board games groups.

• Community & team events Cultural lunches after-works annual seminars weekly team meetings

and even more!

Salary range is 57K-66K (including 4K variable). Transparent salary decisions based on clear benchmarks career progression frameworks and peer alignment to ensure fairness.

You may be a great fit for this position if:

• You have significant experience in customer dispute resolution with a proven track record of managing high-value legally sensitive complaints with composure and fairness

• You have demonstrated crisis management skills ideally leading emergency response during mass disruption events (geopolitical climate health-related)

• You are comfortable piloting a compensation budget tracking burn rates and tying financial decisions to customer retention outcomes

• You have experience coaching and developing a team of senior specialists in a fast-paced high-stakes environment

• You have a solid understanding of travel industry regulations consumer protection laws and company liability

• You are fluent in French and English (C1 minimum) and professionally fluent in at least one additional market language (German Spanish Italian or Dutch)

Evaneos may be a great fit for you if:

• You thrive in dynamic fast-paced environments where no two days look the same

• You are looking to make a tangible impact on customer trust and business resilience

• You are recognized for your ability to stay calm and decisive under pressure

• You are excited about shaping the future of human expertise in an AI-augmented service model

We are committed to creating an environment where everyone feels respected and included. We strive to provide equal employment opportunities regardless of gender sexual orientation background disability or any other characteristic that makes you who you are. Our goal is simple: to ensure that everyone can thrive feel safe and be treated with respect.

In French and/or English:

1. HR call with Marie HR Business Partner: Initial chat to get to know you learn about your work experience and how they connect to the role 45 minutes

2. Team Leader interview with Gaëlle Head of Customer Satisfaction & Operations: Open discussion to dive deeper into your skills and get a clear understanding of the role 1 hour

3. Case Study A practical exercise based on (almost) real scenarios to prepare in advance with a report ideally face-to-face including restitution time and discussion with the team 1 hour

4. Cultural fit Meet other Evaneossians during an interview focused on culture alignment and collaboration. The perfect occasion to see what it feels like to be part of Evaneos 45 minutes

5. Final interview with Anne Chief Supply Officer (your future N2) 30 minutes