Customer Care Lead

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. Behind every trip is a promise: that when things get complicated, someone truly capable will be there to help.

We’re looking for a Customer Care Lead to own the quality and performance of expert-level customer support, ensuring that every complex situation is resolved with empathy, precision, and fairness. Your mission?

You lead a team of 6 senior L2 specialists and personally handle L3 (Level 3) cases, the most sensitive and legally complex situations. From high-stakes dispute resolution and crisis management to commercial gesture budget control and cross-functional coordination, you ensure that Evaneos delivers an exceptional human response when it matters most.

The Customer Satisfaction & Ops team

Reporting directly to Gaëlle, Head of Customer Satisfaction & Operations, you join the Customer Satisfaction & Ops team and take ownership of the L2/L3 expert support function.

Your team: 6 internal senior specialists dedicated to resolving the most complex customer cases, from high-value disputes to legally sensitive situations. You work alongside three other leads who together form the C-Care leadership circle:

• The Customer Ops & Self‑Service Lead , who drives operational efficiency and deflection

• The BPO & Quality Ops Lead , who manages outsourced L1 support and quality standards

• The Customer Insights & Satisfaction Manager , who turns customer data into actionable improvements

You also collaborate closely with Product, Tech, Legal, and Sales teams, making this a highly cross‑functional role.

Your role as Customer Care Lead

High‑stakes dispute resolution & L3 handling

• You personally handle L3 cases: the most complex disputes, legally sensitive situations, and high‑value complaints requiring senior judgment, deep product knowledge, and negotiation skills

• You review and decide on high‑stakes commercial gestures, holding final authority on complex disputes that require balancing customer loyalty and business profitability

• You own and pilot the commercial gesture budget (vouchers, refunds): you monitor burn rates, set guidelines for your team, and ensure compensations are used efficiently and fairly

• You act as the primary point of contact for the Legal department on sensitive disputes, ensuring all resolutions comply with company policy and local regulations

Crisis management & organizational resilience

• You lead the "Crisis Cell" during major incidents (geopolitical events, natural disasters, health crises, mass disruptions): you own the internal communication flow, organize on‑call rotations, and ensure business continuity

• You define and maintain crisis protocols: escalation paths, communication templates, traveler prioritization criteria, and cross‑department coordination playbooks

• You manage surge capacity during crises, coordinating with the BPO & Quality Ops Lead to mobilize additional resources and reorganize priorities in real time

• You run post‑crisis debriefs, document lessons learned, and implement preventive measures

L2 team leadership & performance

• You manage, coach, and develop 6 senior L2 specialists, fostering a culture of agile problem‑solving and creative resolution

• You oversee scheduling, production monitoring, and queue management within SLAs, prioritizing real‑time urgent issues over back‑office complaints

• You conduct regular call monitoring and ticket audits to maintain the highest standards of technical accuracy, empathy, and tone

• You set clear individual objectives, run regular 1:1s, and build development plans for each team member

Cross‑functional coordination & feedback loop

• You collaborate with Product and Tech teams to investigate complex bugs, provide field‑level feedback, and push for long‑term fixes on recurring issues

• You coordinate closely with the BPO & Quality Ops Lead on escalation quality, shared training needs, and coverage planning

• You feed qualitative insights from complex cases to the Customer Insights & Satisfaction Lead and the Customer Ops & Self‑Service Lead to drive upstream improvements

Adapting to the AI‑driven care model

• As AI and self‑service absorb simpler contacts, you actively adapt L2 team skills and processes to handle an increasing share of complex, emotionally charged cases

• You identify patterns in L2/L3 cases that could be prevented upstream and advocate for root‑cause fixes

• You ensure seamless handoff quality from AI/L1 to L2, verifying that context, history, and customer sentiment are properly transferred

Why join us?

• The last line of defense for customer trust : You ensure that no matter how complex the problem, the traveler never feels abandoned, especially during crisis moments.

• A role that protects the company : You reduce legal exposure and financial risk through expert dispute management, deep knowledge of travel regulations, and rigorous budget control.

• Elevate the human layer : As AI handles the routine, you ensure Evaneos’s best humans are reserved for the moments that truly matter to a traveler’s safety and satisfaction.

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 €57K-66K (including €4K 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 significant experience in customer dispute resolution with a proven track record of managing high‑value, legally sensitive complaints with composure and fairness

You have demonstrated crisis management skills, ideally leading emergency response during mass disruption events (geopolitical, climate, health‑related)

You are comfortable piloting a compensation budget, tracking burn rates, and tying financial decisions to customer retention outcomes

You have experience coaching and developing a team of senior specialists in a fast‑paced, high‑stakes environment

You have a solid understanding of travel industry regulations, consumer protection laws, and company liability

You are fluent in French and English (C1 minimum), and professionally fluent in at least one additional market language (German, Spanish, Italian or Dutch)

Evaneos may be a great fit for you if:

You thrive in dynamic, fast‑paced environments where no two days look the same

You are looking to make a tangible impact on customer trust and business resilience

You are recognized for your ability to stay calm and decisive under pressure

You are excited about shaping the future of human expertise in an AI‑augmented service model