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. As our community of travelers grows, so does our commitment to delivering seamless, effortless support at every stage of their journey.
We're looking for a Customer Operations Lead to drive operational excellence across Customer Care team. This isn't a traditional customer support role: you lead the operations, automation and data that help Customer Care scale.
Your mission? You own the KPIs, processes, tools and automation roadmap of Customer Care, to maximize productivity, optimize costs and enhance the traveler experience. You know how to connect tools, data and AI into workflows that truly remove friction for travelers and agents, while keeping human interactions where they matter most.
The Customer Satisfaction & Ops team 👥
Reporting directly to Gaëlle, Head of Customer Satisfaction & Operations, you lead a sub-team of two:
The Self-Service & Process Manager, who owns the Help Center, knowledge base and processes
The Operations Manager, who owns the care tool stack and builds automated workflows
You work alongside two other leads who, together with you, form the C-Care leadership circle:
The Customer Care Lead, who owns expert-level dispute resolution and crisis management
The BPO & Quality Ops Lead, who manages outsourced L1 support and quality standards
You also act as the primary interface between Customer Care and the Product, Tech and Marketing teams, making this a highly cross-functional role.
Your role as Customer Operations Lead 📝
Operational performance & process optimization
You monitor the end-to-end operational performance of Customer Care (KPIs, SLAs, quality metrics), identify bottlenecks and implement corrective actions
You map and continuously improve key processes (complaint handling, refund workflows, escalation paths)
You manage the operational budget for C-Care tools and external services, build business cases and track ROI
You build change management strategies to roll out new tools and processes with the other leads
You ensure the coherence and performance of the care tool stack: Freshdesk, Aircall, an AI agent answering part of customer emails, and n8n workflows that categorize and enrich tickets
Automation & AI strategy
You define the automation and AI roadmap of Customer Care: you spot the use cases with the highest impact from contact drivers and agent pain points
You frame needs, challenge solutions and arbitrate priorities with the Operations Manager, who builds the workflows (n8n, AI agents, integrations between tools)
You stay hands-on enough to prototype, test and understand what is feasible
You run pilots, measure their impact on productivity and customer satisfaction, and scale what works
Self-Service & deflection
You design and execute the deflection strategy: AI agent, Help Center, proactive communication, automated workflows
You set quarterly deflection targets by channel and contact type, and track them weekly
You ensure a seamless hand-off from self-service to human interactions, regardless of channel
Data & insights (Data Champion for Customer Care)
You publish weekly and monthly dashboards and translate data into clear, prioritized action plans
You analyze contact drivers and root causes, and work cross-functionally to fix them at the source (product bugs, unclear policies, missing information)
Team leadership
You manage and coach your two direct reports: clear objectives, regular 1:1s, development plans
You foster a culture of continuous improvement, experimentation and data-driven decisions
Why join us? 🚀
📊 Bridge data and action: You turn Customer Care metrics into concrete operational improvements, ensuring no insight stays on a dashboard without an owner and a deadline.
🤖 Build the automation roadmap: You shape how Customer Care scales through workflows and AI, with a dedicated team to build it.
🎯 Drive customer and agent autonomy: You empower travelers to solve problems independently, and agents to focus on the complex, high-value interactions that truly matter.
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 €53K-60K (including €4K variable). Transparent salary decisions based on clear benchmarks, career progression frameworks, and peer alignment to ensure fairness.
