Role & impact 🎯
At Evaneos, we believe that technology should empower people, not slow them down. Our Customer Satifaction & Operations team handles thousands of traveler interactions across multiple channels every day, and the quality of that experience depends on the tools and systems behind it.
We're looking for a Multi-Channel Tool Owner to be the driving force behind the technical backbone of our Customer Care operations. Your mission? You ensure that every tool is optimized, every integration runs reliably, and every AI or automation capability is deployed to production standards, so the team can handle growing volumes without growing headcount or costs, while raising the quality bar.
Your team 👥
Reporting directly to the Customer Ops & Self-Service Lead, you join the Customer Operations & Self-Service team within the Customer Satisfaction & Operations organization, led by Gaëlle, Head of Customer Satisfaction & Operations. The organization is structured around three pillars, each led by a dedicated Lead: Customer Care, Customer Ops & Self-Service, and Business Partner Outsourced & Quality Ops.
Your team drives operational efficiency for the entire Care function: tools, automation, self-service, and AI. You are the technical anchor of the team, working closely with Customer Care agents, Leads, and the Tech and Product teams to build an environment where agents focus on travelers, not on fighting with their software.
Your role as Multi-Channel Tool Owner 📝
Tool Stack Management & Administration
You act as the main administrator for all Customer Care tools (Freshdesk, AirCall, internal tools): you manage configurations, permissions, upgrades, and system health.
You continuously audit the tool stack to eliminate redundant software, reduce technical debt, and ensure maximum ROI from every license.
You structure tools and integrations so that agents have all the data they need on a single screen, with seamless information flow between platforms.
You manage vendor relationships: tracking contracts, SLAs, and support escalations, negotiating renewals, and evaluating alternatives when needed.
Automation & Integration Engineering
You build and maintain complex integrations using Make, n8n, or equivalent platforms to automate repetitive agent tasks (ticket categorization, CRM/Helpdesk data syncing, notification workflows).
You identify technical levers to improve operational KPIs: reducing tool loading times, automating manual data entry, streamlining multi-step agent workflows.
You measure the before/after impact of every automation deployed: you kill what doesn't deliver and scale what does.
AI Deployment & Technical Implementation
You partner with the AI vendor to deploy identified use cases: automated replies, intent detection, sentiment analysis, smart routing.
You translate process blueprints from the Self-Service & Process Manager into technical configurations: you challenge feasibility, propose alternatives, and ensure production-grade quality.
You test, QA, and monitor AI workflows post-deployment, owning the technical resolution of bugs, API errors, and integration failures before escalating to external vendors.
Tool Roadmap & Cross-functional Coordination
You maintain a prioritized roadmap of tool and integration improvements, coordinated with Product and Tech delivery cycles.
You act as the primary technical interface between Customer Care and the Tech/Product teams for all tool-related needs.
You anticipate scaling needs: ensuring the tool stack can absorb volume growth, new channels, or new markets without rework.
Documentation & Enablement
You create and maintain technical documentation for every tool and integration in the stack.
You write user guides and run training sessions so that agents and leads use tools to their full potential.
You ensure knowledge transfer: no integration or configuration depends on a single person's memory.
Why join us? 🚀
🔧 Full ownership of the entire tool stack: You are the sole technical owner of the Customer Care ecosystem, from configuration to AI deployment, with real end-to-end autonomy.
📊 Measurable, fast impact: Every automation you deploy shows directly in the KPIs (handling time, tool costs, volumes absorbed), giving you clear visibility on the value you create.
🤖 A real AI & automation playground: You deploy concrete AI use cases (automated replies, intent detection, smart routing) on a stack in full transformation, with the freedom to build and iterate.
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 €42K-52K. Transparent salary decisions based on clear benchmarks, career progression frameworks, and peer alignment to ensure fairness.
