L2 Customer Care Expert ES

Evaneos; Paris; Hybride; EUR 37 000 - 43 000; Plein temps

Avantages offerts par ce poste

La Voyagerie HQ

Weekly remote flexibility

Travelling teleworking

Travel budget

Well-being activities

Community & team events

Résumé du poste

Evaneos recherche un Expert Service Client L2 pour sa crise et ses litiges complexes. Vous prenez en charge les escalades, appliquez les règles de consommateurs et gérez des gestes commerciaux tout en protégeant la relation voyageur et les intérêts de l’entreprise.

Vous travaillez principalement pour le marché espagnol, avec des possibilités de soutenir d’autres marchés, en collaboration avec les équipes L1, BPO et les parties prenantes internes pour une résolution rapide et une expérience

Qualifications

• Expérience avérée dans le traitement de litiges complexes en service client.
• Capacité à influencer et négocier avec empathie tout en respectant les politiques.
• Sens aigu du service premium et de la satisfaction client.

Responsabilités

• Prendre en charge les escalades L1, analyser les dossiers et décider des résolutions.
• Appliquer le droit de consommation et les régulations liées au voyage pour les litiges.
• Réaliser des gestes commerciaux dans les budgets autorisés tout en protégeant la valeur client.
• Rédiger des briefs d’escalade clairs et proposer des solutions recommandées au Lead.

Connaissances

Gestion de litiges complexes

Relation client premium

Veille juridique et conformité

Outils

Zendesk

Salesforce

Intercom

Description du poste

Role & impact

At Evaneos, we believe that every traveler deserves a real human connection when their journey takes an unexpected turn. While AI and self-service handle the majority of customer interactions, some situations demand something more: a skilled expert who can investigate, negotiate, and resolve with both empathy and authority.

We’re looking for a L2 Customer Care Expert ES to be that expert human layer for our most complex customer cases. As a Level 2 (L2) expert, you step in where first-line support (L1) reaches its limits: escalated disputes, sensitive situations, and cases requiring deeper investigation or financial arbitration. Your mission? You take full ownership of escalated disputes, transform high-stakes moments into premium experiences, and protect both the traveler relationship and the company’s interests through fair resolution and sound judgment.

The Customer Care team

Reporting directly to the Customer Care Lead, you join the Customer Care 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.

As an L2 Customer Care Expert, you will primarily serve our Spanish market, with opportunities to support customer care initiatives across other markets. You collaborate closely with L1 agents, the BPO & Quality Ops team, and internal stakeholders across Product, Legal, Account Developers and Operations to ensure every traveler gets the resolution they deserve.

Your role as L2 Customer Care Expert

Advanced Dispute Resolution

• You take full ownership of sensitive cases escalated from L1: you investigate thoroughly, gather context from all parties (traveler, agency, internal teams), and build a complete picture before making a decision.

• You apply consumer law and travel-specific regulations to disputes, providing resolutions that are legally sound, customer-centric, and aligned with Evaneos policies.

• You decide on and execute commercial gestures (refunds, coupons, rebookings) within authorized budget limits, balancing customer loyalty with business profitability on every case.

• You identify cases that exceed your authority or present legal or reputational risk, and prepare high-quality escalation briefs for your Lead with clear context, options, and a recommended resolution.

Premium Human Interactions

• You deliver a personalized, high-empathy experience on every interaction, moving beyond templates to build genuine rapport and provide tailored solutions.

• You handle proactive outbound calls to travelers or agencies when an issue is detected before it escalates, preventing complaints before they happen.

• You ensure seamless follow-up on complex cases: keeping the traveler informed at every step, coordinating with agencies and internal teams, and closing the loop with confirmation.

• You act as a dedicated Brand Ambassador for VIP and premium travelers, providing a bespoke level of care that upholds the Evaneos standard.

Crisis Support & Operational Backup

• You participate in the crisis on-call rotation to handle urgent disruptions outside standard hours.

• You act as strategic backup for L1 during extreme volume peaks to ensure service continuity.

• During major incidents, you execute the crisis protocol under the Lead’s coordination: prioritizing affected travelers, applying standardized communication, and tracking resolution progress.

Feedback & Continuous Improvement

• You provide structured feedback to your Lead on recurring case patterns, process gaps, and policy ambiguities encountered during resolution.

• You flag issues where AI routing, self-service content, or L1 handling could have prevented the escalation, contributing to root-cause analysis.

• You participate actively in QA reviews and training sessions, applying coaching feedback to continuously improve resolution quality and tone.

• You share best practices and resolution techniques with L2 peers to raise the collective standard of the team.

Why join us?

Be the expert human layer: You handle everything AI and L1 cannot, ensuring no traveler is left without a solution when their case is complex or emotionally charged.

Protect customer lifetime value: Through fair financial arbitration and proactive resolution, you prevent churn and turn difficult experiences into lasting loyalty.

Feed the improvement engine: By surfacing patterns from the frontline, you help fix problems at the source rather than treating symptoms, making the entire service smarter.

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 €37K-43K (including €3K 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 solid experience in a customer-facing role involving complex dispute resolution, ideally in the travel, hospitality, or premium service industryYou are fluent both written and spoken Spanish, French and English.You have a proven ability to investigate complex cases, weigh competing interests, and reach fair outcomes while managing a commercial gesture budgetYou are comfortable applying consumer protection laws and regulations to real-world customer disputesYou are proficient with CRM and ticketing tools (Zendesk, Salesforce, Intercom or similar) and can manage multiple communication channels efficientlyYou combine strong written communication skills with the ability to handle difficult conversations with calm authorityEvaneos may be a great fit for you if:You thrive in fast-paced, high-stakes environments where every case is differentYou find deep satisfaction in turning a frustrated traveler into a loyal advocateYou are looking for a role where your judgment and expertise are trusted, not just your ability to follow a scriptYou want to contribute to something bigger: a more responsible way of traveling that benefits both travelers and local communities