Customer Care 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. Behind every trip is a promise: that when things get complicated, someone truly capable will be there to help.

We’re looking for a Customer Care Lead to own the quality and performance of expert-level customer support, ensuring that every complex situation is resolved with empathy, precision, and fairness. Your mission?

You lead a team of 6 senior L2 specialists and personally handle L3 (Level 3) cases, the most sensitive and legally complex situations. From high-stakes dispute resolution and crisis management to commercial gesture budget control and cross-functional coordination, you ensure that Evaneos delivers an exceptional human response when it matters most.

The Customer Satisfaction & Ops team

Reporting directly to Gaëlle, Head of Customer Satisfaction & Operations, you join the Customer Satisfaction & Ops team and take ownership of the L2/L3 expert support function.

Your team: 6 internal senior specialists dedicated to resolving the most complex customer cases, from high-value disputes to legally sensitive situations. You work alongside three other leads who together form the C-Care leadership circle:

• The Customer Ops & Self‑Service Lead, who drives operational efficiency and deflection

• The BPO & Quality Ops Lead, who manages outsourced L1 support and quality standards

• The Customer Insights & Satisfaction Manager, who turns customer data into actionable improvements

You also collaborate closely with Product, Tech, Legal, and Sales teams, making this a highly cross‑functional role.

Your role as Customer Care Lead

High‑stakes dispute resolution & L3 handling

• You personally handle L3 cases: the most complex disputes, legally sensitive situations, and high‑value complaints requiring senior judgment, deep product knowledge, and negotiation skills

• You review and decide on high‑stakes commercial gestures, holding final authority on complex disputes that require balancing customer loyalty and business profitability

• You own and pilot the commercial gesture budget (vouchers, refunds): you monitor burn rates, set guidelines for your team, and ensure compensations are used efficiently and fairly

• You act as the primary point of contact for the Legal department on sensitive disputes, ensuring all resolutions comply with company policy and local regulations

Crisis management & organizational resilience

• You lead the "Crisis Cell" during major incidents (geopolitical events, natural disasters, health crises, mass disruptions): you own the internal communication flow, organize on‑call rotations, and ensure business continuity

• You define and maintain crisis protocols: escalation paths, communication templates, traveler prioritization criteria, and cross‑department coordination playbooks

• You manage surge capacity during crises, coordinating with the BPO & Quality Ops Lead to mobilize additional resources and reorganize priorities in real time

• You run post‑crisis debriefs, document lessons learned, and implement preventive measures

L2 team leadership & performance

• You manage, coach, and develop 6 senior L2 specialists, fostering a culture of agile problem‑solving and creative resolution

• You oversee scheduling, production monitoring, and queue management within SLAs, prioritizing real‑time urgent issues over back‑office complaints

• You conduct regular call monitoring and ticket audits to maintain the highest standards of technical accuracy, empathy, and tone

• You set clear individual objectives, run regular 1:1s, and build development plans for each team member

Cross‑functional coordination & feedback loop

• You collaborate with Product and Tech teams to investigate comple