L2 Customer Care Expert DE

Role & impact

At Evaneos, we believe that every traveler deserves a real human connection when their journey takes an unexpected turn. While AI and self-service handle the majority of customer interactions, some situations demand something more: a skilled expert who can investigate, negotiate, and resolve with both empathy and authority.

We’re looking for a L2 Customer Care Expert to be that expert human layer for our most complex customer cases. As a Level 2 (L2) expert, you step in where first-line support (L1) reaches its limits: escalated disputes, sensitive situations, and cases requiring deeper investigation or financial arbitration. Your mission? You take full ownership of escalated disputes, transform high-stakes moments into premium experiences, and protect both the traveler relationship and the company’s interests through fair resolution and sound judgment.

The Customer Care team

Reporting directly to the Customer Care Lead, you join the Customer Care 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.

As an L2 Customer Care Expert DE, you will primarily deliver high-quality support to our DACH market in German, as well as our US and Dutch clients in English, with opportunities to contribute to customer care initiatives across other global markets. You collaborate closely with L1 agents, the BPO & Quality Ops team, and internal stakeholders across Product, Legal, Account Developers and Operations to ensure every traveler gets the resolution they deserve.

Your role as L2 Customer Care Expert DE

Advanced Dispute Resolution

• You take full ownership of sensitive cases escalated from L1: you investigate thoroughly, gather context from all parties (traveler, agency, internal teams), and build a complete picture before making a decision.

• You apply consumer law and travel-specific regulations to disputes, providing resolutions that are legally sound, customer-centric, and aligned with Evaneos policies.

• You decide on and execute commercial gestures (refunds, coupons, rebookings) within authorized budget limits, balancing customer loyalty with business profitability on every case.

• You identify cases that exceed your authority or present legal or reputational risk, and prepare high-quality escalation briefs for your Lead with clear context, options, and a recommended resolution.

Premium Human Interactions

• You deliver a personalized, high-empathy experience on every interaction, moving beyond templates to build genuine rapport and provide tailored solutions.

• You handle proactive outbound calls to travelers or agencies when an issue is detected before it escalates, preventing complaints before they happen.

• You ensure seamless follow-up on complex cases: keeping the traveler informed at every step, coordinating with agencies and internal teams, and closing the loop with confirmation.

• You act as a dedicated Brand Ambassador for VIP and premium travelers, providing a bespoke level of care that upholds the Evaneos standard.

Crisis Support & Operational Backup

• You participate in the crisis on-call rotation to handle urgent disruptions outside standard hours.

• You act as strategic backup for L1 during extreme volume peaks to ensure service continuity.

• During major incidents, you execute the crisis protocol under the Lead’s coordination: prioritizing affected travelers, applying standardized communication, and tracking resolution progress.

Feedback & Continuous Improvement

• You provide structured feedback to your Lead on recurring case patterns, process gaps, and policy ambiguities encountered during resolution.

• You flag issues where AI routing, self-service content, or L1 handling could have prevented the escalation, contributing to root-cause analysis.

• You participate actively in QA reviews and training s