Customer Care Operations Manager

At Evaneos we believe that technology should empower people not slow them down. Our Customer Satifaction & Operations team handles thousands of traveler interactions across multiple channels every day and the quality of that experience depends on the tools and systems behind it.

Were looking for a Customer Care Operations Manager to be the driving force behind the technical backbone of our Customer Care operations. Your mission You ensure that every tool is optimized every integration runs reliably and every AI or automation capability is deployed to production standards so the team can handle growing volumes without growing headcount or costs while raising the quality bar.

Reporting directly to the Customer Ops & Self-Service Lead you join the Customer Operations & Self-Service team within the Customer Satisfaction & Operations organization led by Gaëlle Head of Customer Satisfaction & Operations. The organization is structured around three pillars each led by a dedicated Lead: Customer Care Customer Ops & Self-Service and Business Partner Outsourced & Quality Ops.

Your team drives operational efficiency for the entire Care function: tools automation self-service and AI. You are the technical anchor of the team working closely with Customer Care agents Leads and the Tech and Product teams to build an environment where agents focus on travelers not on fighting with their software.

Tool Stack Management & Administration

• You act as the main administrator for all Customer Care tools (Freshdesk AirCall internal tools): you manage configurations permissions upgrades and system health.

• You continuously audit the tool stack to eliminate redundant software reduce technical debt and ensure maximum ROI from every license.

• You structure tools and integrations so that agents have all the data they need on a single screen with seamless information flow between platforms.

• You manage vendor relationships: tracking contracts SLAs and support escalations negotiating renewals and evaluating alternatives when needed.

Automation & Integration Engineering

• You build and maintain complex integrations using Make n8n or equivalent platforms to automate repetitive agent tasks (ticket categorization CRM/Helpdesk data syncing notification workflows).

• You identify technical levers to improve operational KPIs: reducing tool loading times automating manual data entry streamlining multi-step agent workflows.

• You measure the before/after impact of every automation deployed: you kill what doesnt deliver and scale what does.

AI Deployment & Technical Implementation

• You partner with the AI vendor to deploy identified use cases: automated replies intent detection sentiment analysis smart routing.

• You translate process blueprints from the Self-Service & Process Manager into technical configurations: you challenge feasibility propose alternatives and ensure production-grade quality.

• You test QA and monitor AI workflows post-deployment owning the technical resolution of bugs API errors and integration failures before escalating to external vendors.

Tool Roadmap & Cross-functional Coordination

• You maintain a prioritized roadmap of tool and integration improvements coordinated with Product and Tech delivery cycles.

• You act as the primary technical interface between Customer Care and the Tech/Product teams for all tool-related needs.

• You anticipate scaling needs: ensuring the tool stack can absorb volume growth new channels or new markets without rework.

Documentation & Enablement

• You create and maintain technical documentation for every tool and integration in the stack.

• You write user guides and run training sessions so that agents and leads use tools to their full potential.

• You ensure knowledge transfer: no integration or configuration depends on a single persons memory.

Full ownership of the entire tool stack: You are the sole technical owner of the Customer Care ecosystem from configuration to AI deployment with real end-to-end autonomy.

Measurable fast impact: Every automation you deploy shows directly in the KPIs (handling time tool costs volumes absorbed) giving you clear visibility on the value you create.

A real AI & automation playground: You deploy concrete AI use cases (automated replies intent detection smart routing) on a stack in full transformation with the freedom to build and iterate.

• 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 42K-52K. 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 solid experience as a Tool Admin CRM/Helpdesk Manager or Ops Specialist in a tech-driven environment

• You have advanced proficiency in automation platforms (Make n8n or Zapier) and can build multi-step workflows autonomously

• You have a solid understanding of APIs webhooks and data formats (JSON CSV) and how SaaS tools communicate

• You have hands-on experience deploying or managing AI/ML tools in an operational context

• You are comfortable managing vendor relationships tracking SLAs and negotiating contracts

• You are fluent both written and spoken French and English

Evaneos may be a great fit for you if:

• You enjoy finding out why something broke and how to make it faster

• You treat every tool as your product: you monitor improve and defend quality proactively

• You thrive in environments where you can build from the ground up rather than maintain the status quo

• You want your technical skills to have a direct visible impact on the customer experience and business performance

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 withMarie 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. 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