Customer Operations 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. 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.

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!

💰

You may be a great fit for this position if

• You might come from Customer Operations, Support Operations, BizOps, RevOps, E-commerce Operations or Process & Automation, with a significant experience as a lead and a proven track record of measurable efficiency gains

• You understand how automation workflows work beyond native AI features: you have already built or tested workflows yourself with tools like n8n, Make or Zapier, and you can lead projects built on them

• You have a strong analytical mindset: building dashboards, interpreting data and turning numbers into action plans

• You have proven cross-functional influence: driving change with Product, Tech and Marketing without direct authority

• You have real leadership experience and enjoy helping people grow

• You are fluent both written and spoken French and English (mandatory required)

Evaneos may be a great fit for you if

• You thrive in fast-paced, data-driven environments where operational impact is visible and measurable

• You are a pragmatic problem-solver, focused on impact over perfection and comfortable with 80/20 approaches

• You are curious, love testing new tools, and are excited about AI and automation

• You are recognized for your ownership mentality: you take initiative, escalate early when blocked, and follow through to completion

Recruitment Process

In French and English:

• HR call with

Marie

,

HR Manager

: Initial chat to get to know you, learn about your work experience, and how they connect to the role ⏲️ 45 minutes - 1 hour 2. Team Leader interview with Gaëlle

, Head of Customer Satisfaction & Operations: Open discussion to dive deeper into your skills and get a clear understanding of the role ⏲️ 1 hour

3. Case Study

– A practical exercise based on (almost) real scenarios, to prepare in advance, with a report ideally face-to-face including restitution time, and discussion with the team ⏲️ 1 hour

4. Cultural fit

– Meet other Evaneossians during an interview focused on culture alignment and collaboration. The perfect occasion to see what it feels like to be part of Evaneos ⏲️ 45 minutes

5. Final interview with Anne , Chief Supply Officer (your future N+2) ⏲️ 30 minutes