Senior Customer Care Lead: Disputes & Crisis Expert

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

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.