Head of Customer Care (support & success)

Evaneos is hiring!

About

Young Internet start-up (180 people), award winning, international (France, Spain, Italy, Germany, Switzerland, UK, USA, Canada, Netherlands, Sweden and Denmark) and backed by renowned investors and funds (Partech, Level Equity, Quadrille Capital, XAnge, Serena Capital, BPI), is looking for talented collaborators to accompany its international development.

In 2016, the company obtained the 2nd highest funding in the online travel industry in Europe. Thanks to its rapid growth, Evaneos doubles in size each year. And in 2017, we've been really proud to get the "Start up of the year" award from Ernst & Young.

Founded by travel enthusiasts in 2009, Evaneos is the first website to directly connect travellers with local travel agencies around the world. Why? So that travellers can plan their holidays according to their personal needs and desires together with a local expert, without any intermediaries. 9 years later, Evaneos works with 1300 local agencies in more than 160 destinations and has already helped more than 300.000 travellers realise the trip of their dreams.

Uber connects customers with professional drivers. Airbnb connects travellers with property owners. Evaneos connects travellers with local travel agencies!

Job Description

The Customer Care team at Evaneos helps our travellers & local agents partners get the most out of Evaneos experience and tools and fulfill their desired outcome.

We're looking for an *experienced Head of Customer Care who is eager to tackle new challenges and can help scale, strengthen and lead the Customer Care team. *

We're looking for individuals who are quality-driven, results-focused, determined to succeed, experienced in luxury travel and who are committed to ensuring our travellers have an amazing experience. You will love the thought of exceeding traveller’s expectations.

The Customer Care team is today composed of 2 poles that you will help structure:

  • In-house (Paris) team (11 FTEs) led by two team leaders (FR & INT) in charge of B2B (success) & B2C level 2 (support).
  • Outsourced (Athens) team (16 FTEs) led by one team leader in charge of B2C level 1 (support) & outbound call campaigns (sales / qualif / sat surveys).

Key responsibilities:

  • Manage a team: conduct 1-1 meetings with Team leaders, conduct performance review, assess the team performance.
  • Structure the team (tools, orga, dashboard, process) as scale to handle both B2B & B2C:
  • Lower the local agent's contact rate with new help center & self service tools.
  • Increase both travellers and local agents satisfaction based on more relevant and actionable surveys & Athens/Paris ops close monitoring.
  • Improve customer experience by creating an effective way to share feedback with our product team w/o leaving our inbox, helpdesk, or CRM.
  • Industrialize Welcome calls & new outbound calls campaigns.
  • Plan hiring needs according to business targets & team capacity
  • Be responsible for the team communication in the company (weekly review, monthly newsletter, business meetings). The Head of Customer Care reports directly to the Chief of Sales & Satisfaction Officer. This position is responsible to deliver a best-in-class customer service by driving the performance Customer Care BPO partners & internal stakeholder and ensuring strong communication between Customer Care and other Evaneos teams.

You will collaborate with all the team leaders to ensure that customers' feedback are heard and that we are always putting the customer at the center.
If you are a customer lover with a builder mindset, eager to manage a team of 30 people (in-house & outsourced), we'd love to hear from you.

Preferred Experience

Background:

  • 6 years of professional experience
  • 3 years of experience in Customer Support / Customer Success
  • Strong managerial experience & data KPI driven
  • Previous experience in SaaS B2B is a plus
  • Business Process Outsourcing (BPO) experience is essential.

Skills we're looking for:

  • Fluent in English
  • Ability to build strong rapport with both Local Agencies and Evaneos colleagues.
  • Coach and develop direct & automatic reports towards achieving our goals.
  • The ability to communicate partner requirements to the team, with a clear, positive and customer focused message.
  • An excellent understanding of contact centre operations, metrics and pricing structures.
  • Experience and knowledge of a fast paced, peak period focussed, hyper growth startup industry is desirable.
  • Strong influencing and negotiation skills,
  • Ability to drive high performance against all KPI.
  • Capability to create business critical reports on time and ensure this includes meaningful and relevant information and commentary.
  • Solid analytical skills which result in sound decisions, solutions and recommendations
  • Project Management / Six Sigma experience considered an asset.
  • Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary.

Additional Information

  • Contract Type: Full-Time
  • Start Date: 01 July 2019
  • Location: Paris, France (75009)
  • Experience: > 5 years
  • Salary: between 60000€ and 70000€ / year