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 Ops & Self-Service Lead to drive operational excellence across Customer Care, ensuring the team scales intelligently through technology, data, and AI while keeping customer satisfaction at the center. Your mission?
You own the KPIs, processes, and tools of Customer Care to maximize productivity, optimize costs, and enhance the traveler experience through a smart mix of AI-driven automation and high-value human interactions. From deflection strategy and process optimization to data-driven decision-making and change management, you transform how Evaneos supports its travelers.
The Customer Satisfaction & Ops team 👥
Reporting directly to Gaëlle, Head of Customer Satisfaction & Operations, you join the Customer Satisfaction & Ops team and lead a sub-team of two: the Self-Service & Process Manager and the Multi-channel Tool Owner.
You work alongside 2 other leads who together 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 will act as the primary interface between Customer Care and Product, Tech, and Marketing teams, making this a highly cross-functional role.
You will also interact with the Customer Insights & Satisfaction Manager, who turns customer data into actionable improvements.
Your role as Customer Ops & Self-Service Lead 📝
Operational performance & process optimization
You monitor end-to-end operational performance of Customer Care: KPIs, SLAs, and quality metrics. You identify bottlenecks and implement corrective actions
You map and continuously improve key processes (complaint handling, refund workflows, escalation paths) and ensure compliance across the team
You manage the operational budget for C-Care tools and external services, build business cases for investments, and track ROI rigorously
You build change management strategies to roll out new tools and processes in collaboration with the other leads
Self-service & deflection strategy
You design and execute the global deflection strategy: AI chatbot, Help Center optimization, proactive communication, and automated workflows
You set quarterly deflection targets by channel and contact type, track progress weekly, and adjust tactics
You own the Help Center and Knowledge Base content strategy, ensuring articles are up to date, well-structured, and aligned with actual contact drivers
You evaluate and implement new self-service technologies: you run pilots, measure impact, and scale what works
You ensure a seamless experience for travelers transitioning from self-service to human interactions, regardless of channel
Data & insights (Data Champion for Customer Care)
You publish weekly and monthly dashboards tracking operational KPIs and translate data into clear, prioritized action plans
You analyze contact drivers and root causes, identify structural issues, and work cross-functionally to resolve them at the source (product bugs, unclear policies, missing information)
You track and report on the tangible impact of AI deployments on productivity and customer satisfaction
Tool ecosystem & cross-functional collaboration
You ensure the coherence and performance of the care tool stack (Freshdesk, Aircall, AI agent, internal tools) and oversee complex integrations and vendor relationships
You act as the primary interface between Customer Care and Product, Tech, and Marketing teams
You maintain a prioritized roadmap of operational improvements, coordinated with Product and Tech delivery cycles
Team leadership
You manage and coach two direct reports: the Self-Service & Process Manager and the Multi-channel Tool Owner
You set clear objectives, run regular 1:1s, and build development plans aligned with each person's growth trajectory
You foster a culture of operational excellence, continuous improvement, and data-driven decision-making
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.
🤖 Scale through technology and AI: You drive the shift from reactive support to proactive, automated customer service, reducing dependence on headcount growth.
🎯 Drive customer and agent autonomy: You empower customers 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-62K (including €4K variable). Transparent salary decisions based on clear benchmarks, career progression frameworks, and peer alignment to ensure fairness.
