Head of Self-Service & Customer Ops

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

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.