Customer Care Lead

Evaneos SA; Paris; Hybride; EUR 57 000 - 66 000; Plein temps

Avantages offerts par ce poste

Weekly remote flexibility

Travel budget

Well-being activities

Community & team events

Traveling teleworking

Résumé du poste

Evaneos SA is seeking a Customer Care Lead to own the quality and performance of expert-level customer support. You will lead a team of 6 senior L2 specialists, handle L3 cases personally, and oversee crisis management to ensure excellent, fair resolutions while protecting the company from legal and financial risk.

You’ll collaborate with Product, Tech, Legal, and Sales, shaping a cross-functional care approach that balances customer loyalty with business needs.

Qualifications

• Significant experience in customer dispute resolution and high-value cases.
• Strong crisis management and organizational resilience skills.
• Proven ability to coach and develop senior specialists in a fast-paced environment.

Responsabilités

• Lead L2/L3 expert support, resolving complex cases with empathy and fairness.
• Manage crises and ensure business continuity with cross-functional teams.
• Oversee scheduling, SLAs, and quality of support, driving continuous improvement.
• Collaborate with Product, Tech, Legal, and Sales to address recurring issues and bugs.
• Adapt the team to AI-driven care, maintaining handoff quality from AI/L1 to L2/L3.
• Protect customer trust by minimizing legal exposure and financial risk.

Connaissances

Dispute resolution

Crisis management

Budget control

Team leadership

Cross-functional

Travel regulations

French & English

Description du poste

Better Trips for travelers. Better Trips for the World

Since Evaneos was founded in 2009, we’ve been building a greener, fairer future for travel. By connecting travelers with the world’s best local experts, we provide trips that are better for them and better for the places they visit. For us, it’s all about quality and impact. That means fighting mass tourism and impersonal experiences at the expense of local communities and the environment. Instead, we offer tailor‑made trips, lovingly crafted by those passionate about sharing and protecting the destinations they call home.

Thanks to our network of more than 600 local agencies in more than 160 destinations, we’ve helped more than 800,000 travelers plan extraordinary trips worldwide. The adventure doesn’t stop here. We invest a percentage of every trip we sell in our Better Trips Fund and have committed to spend at least 3 million € by 2025 on projects that reduce the negative impacts of travel and drive positive change within our industry. Think: creating new opportunities for woman‑owned businesses, guiding small businesses through sustainability training and certification, and much more.

Our values are just as important within Evaneos. Our strength is in our diversity, made up of a multitude of languages, backgrounds, and experiences. We believe in building the best teams by creating an environment where everyone can be authentic, trust each other, and thrive.

We hope you’ll join us on our mission!

You can also follow our Glassdoor page and see the comments of our current employees and candidates.

Job Description

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.

We're 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.

The Customer Satisfaction & Ops team

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.

Your role as Customer Care Lead

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 Evaneos's best humans are reserved for the moments that truly matter to a traveler's safety and satisfaction.

What's in it for you

La Voyagerie – Our bright and vibrant HQ in the 9th arrondissement is more than an office: it's 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.

What we're looking for

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

Recruitment Process

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:

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

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

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

Cultural fit– Meet other Evaneos 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

Final interview with Anne, Chief Supply Officer (your future N+2) 30 minutes