Senior Customer Care Lead: L2/L3 and Crisis Response

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

Avantages offerts par ce poste

HQ in Paris

Remote flexibility

Travel perks

Gymlib wellness

Team events

Résumé du poste

Evaneos is seeking a Customer Care Lead to own the quality and performance of expert-level support. You will lead a 6-person L2 team and personally manage L3 cases, including high-stakes disputes and crisis management, ensuring empathetic, precise and fair resolutions.

You will collaborate with Product, Tech, Legal, and Sales, drive cross-functional improvements, and steer crisis protocols and budget control within an AI-enabled care model.

Qualifications

• Extensive experience in customer dispute resolution, with high-value, legally sensitive cases.
• Crisis management experience, ideally leading emergency responses during mass disruptions.
• Proven track record coaching and developing senior specialists in fast-paced environments.

Responsabilités

• Mentor 6 senior L2 specialists and handle L3 cases personally.
• Review high-stakes commercial gestures and approve resolutions.
• Manage crisis cell operations and ensure business continuity.
• Coordinate cross-functionally with Product, Tech, Legal, and Sales.
• Develop processes for AI-assisted care and handoffs.

Connaissances

High-stakes dispute resolution

Crisis management

Mentoring & coaching

Description du poste

Evaneos is seeking a Customer Care Lead to own the quality and performance of expert-level support. You will lead a 6-person L2 team and personally manage L3 cases, including high-stakes disputes and crisis management, ensuring empathetic, precise and fair resolutions.

You will collaborate with Product, Tech, Legal, and Sales, drive cross-functional improvements, and steer crisis protocols and budget control within an AI-enabled care model.