Customer Ops & Self-Service Lead

Evaneos SA; Paris; Hybride; EUR 53 000 - 62 000; Plein temps

Avantages offerts par ce poste

Weekly remote flexibility

Traveling teleworking

Travel budget

Well-being activities (Gymlib)

Team events

HQ in Paris

Résumé du poste

Evaneos is seeking a Customer Ops & Self-Service Lead to drive operational excellence across Customer Care, scaling with technology, data and AI while keeping traveler satisfaction at the center.

You will oversee KPIs, processes, and tools, manage two direct reports, and collaborate with Product, Tech and Marketing to optimize deflection, self-service, and data insights. The role offers weekly remote flexibility and international teleworking, with travel perks and a transparent salary.

Qualifications

• Proven experience improving customer operations and service delivery.
• Strong ability to translate data into actionable improvements.
• Experience with AI-powered deflection and automation strategies.

Responsabilités

• Monitor KPIs, SLAs and quality metrics for Customer Care.
• Map and optimize key processes like complaints, refunds, and escalation paths.
• Own budget for C-Care tools and external services; build ROI models.

Connaissances

Operational leadership

Process optimization

Data analytics

AI-driven automation

Cross-functional collaboration

Outils

Freshdesk

Aircall

AI agent

Internal tools

Description du poste

Role & impact

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. As our community of travelers grows, so does our commitment to delivering seamless, effortless support at every stage of their journey. We're looking for a Customer Ops & Self-Service Lead to drive operational excellence across Customer Care, ensuring the team scales intelligently through technology, data, and AI while keeping customer satisfaction at the center. Your mission? You own the KPIs, processes, and tools of Customer Care to maximize productivity, optimize costs, and enhance the traveler experience through a smart mix of AI-driven automation and high-value human interactions. From deflection strategy and process optimization to data-driven decision-making and change management, you transform how Evaneos supports its travelers.

The Customer Satisfaction & Ops team

Reporting directly to Gaëlle, Head of Customer Satisfaction & Operations, you join the Customer Satisfaction & Ops team and lead a sub-team of two: the Self-Service & Process Manager and the Multi-channel Tool Owner. You work alongside 2 other leads who together form the C-Care leadership circle: The Customer Care Lead, who owns expert-level dispute resolution and crisis management The BPO & Quality Ops Lead, who manages outsourced L1 support and quality standards You will act as the primary interface between Customer Care and Product, Tech, and Marketing teams, making this a highly cross-functional role. You will also interact with the Customer Insights & Satisfaction Manager, who turns customer data into actionable improvements.

Your role as Customer Ops & Self-Service Lead

Operational performance & process optimization

• You monitor end-to-end operational performance of Customer Care: KPIs, SLAs, and quality metrics.
• You identify bottlenecks and implement corrective actions
• You map and continuously improve key processes (complaint handling, refund workflows, escalation paths) and ensure compliance across the team
• You manage the operational budget for C-Care tools and external services, build business cases for investments, and track ROI rigorously
• You build change management strategies to roll out new tools and processes in collaboration with the other leads

Self-service & deflection strategy

• You design and execute the global deflection strategy: AI chatbot, Help Center optimization, proactive communication, and automated workflows
• You set quarterly deflection targets by channel and contact type, track progress weekly, and adjust tactics
• You own the Help Center and Knowledge Base content strategy, ensuring articles are up to date, well-structured, and aligned with actual contact drivers
• You evaluate and implement new self-service technologies: you run pilots, measure impact, and scale what works
• You ensure a seamless experience for travelers transitioning from self-service to human interactions, regardless of channel

Data & insights (Data Champion for Customer Care)

• You publish weekly and monthly dashboards tracking operational KPIs and translate data into clear, prioritized action plans
• You analyze contact drivers and root causes, identify structural issues, and work cross-functionally to resolve them at the source (product bugs, unclear policies, missing information)
• You track and report on the tangible impact of AI deployments on productivity and customer satisfaction

Tool ecosystem & cross-functional collaboration

• You ensure the coherence and performance of the care tool stack (Freshdesk, Aircall, AI agent, internal tools) and oversee complex integrations and vendor relationships
• You act as the primary interface between Customer Care and Product, Tech, and Marketing teams
• You maintain a prioritized roadmap of operational improvements, coordinated with Product and Tech delivery cycles

Team leadership

• You manage and coach two direct reports: the Self-Service & Process Manager and the Multi-channel Tool Owner
• You set clear objectives, run regular 1:1s, and build development plans aligned with each person's growth trajectory
• You foster a culture of operational excellence, continuous improvement, and data-driven decision-making

Why join us?

• Bridge data and action: You turn Customer Care metrics into concrete operational improvements, ensuring no insight stays on a dashboard without an owner and a deadline.
• Scale through technology and AI: You drive the shift from reactive support to proactive, automated customer service, reducing dependence on headcount growth.
• Drive customer and agent autonomy: You empower customers to solve problems independently, and agents to focus on the complex, high-value interactions that truly matter.

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 €53K-62K (including €4K variable). Transparent salary decisions based on clear benchmarks, career progression frameworks, and peer alignment to ensure fairness.

What're looking for

• You have a significant experience in customer operations, process optimization, or service delivery with a proven track record of driving measurable efficiency gains
• You have a strong analytical mindset: comfortable building dashboards, interpreting data, and translating numbers into action plans
• You bring project management rigor, with the ability to juggle multiple initiatives, set priorities, and deliver on time
• You have proven cross-functional influence: driving change with Product, Tech, and Marketing teams without direct authority
• You have experience leading operational transformations, managing resistance, and securing buy-in
• You are literate in AI and automation: able to define requirements, evaluate solutions, and measure ROI of AI-driven initiatives
• You are fluent both written and spoken French and English

Evaneos may be a great fit for you

• You thrive in fast-paced, data-driven environments where operational impact is visible and measurable
• You are a pragmatic problem-solver, focused on impact over perfection and comfortable with 80/20 approaches
• You are recognized for your ownership mentality: you take initiative, elevate early when blocked, and follow through to completion
• You are excited about leveraging AI and automation to transform customer service at scale