Head of Customer Care & Operations (H/F) - 100% remote | Casablanca (Morocco)

Company culture :

Alkimiy operates within a highly balanced culture, where innovation naturally shapes its identity. The company values creativity, experimentation and agility, while encouraging initiative and the exploration of new ideas. This mindset is equally supported by a strong focus on collaboration, quality human relationships, structured processes, and a performance-driven approach. This balance reflects an environment where innovation, collective engagement, operational discipline and ambition coexist.

Job : Take charge of the Customer Care for a school that supports over 7,000 students, and structure the operations of a fast-growing company.

Reporting to the COO and the General Management, you will be responsible for the Customer Care department, the quality of the customer experience, and the smooth execution of daily operations. You will also work cross-functionally to coordinate teams, optimize processes, and ensure operational fluidity.

Your goal:

Ensure impeccable operational execution, structure teams and processes, and support JCA's growth.

Your missions:

Management and leadership of Customer Care (60%)Manage, support, and develop the skills of the team: schedules, priorities, individual and collective objectives, monitoring of productivity and qualityLead team meetings and performance reviewsParticipate in recruitment, onboarding, and evaluationsOversee all channels (emails, WhatsApp, calls, tickets) and ensure deadlines for response and resolution are metManage escalations and complex customer situationsOversee administrative requests related to customers, with the relevant teamsDefine and monitor departmental KPIsControl the proper use of the HubSpot CRM and data reliabilityProcesses, tools, and continuous improvement (40%)Audit and optimize existing processesDocument operational procedures (SOPs)Identify and automate repetitive tasks, with the Tech/CRM teamsDefine quality and control standardsImplement processes adapted to growth and develop team autonomy
Required profile : Minimum 5 years of experience in Customer Care, Customer Operations, or Operations ManagementAt least 5 years of proven experience in team managementGood command of HubSpotExperience in project management and cross-functional coordinationA plus: experience in a digital, e-learning, SaaS, or info-entrepreneurship environment, ideally fast-growingLeadership: ability to unite, set a framework, and make decisions in complex situationsExcellent organization, analytical skills, results orientation, and KPI-driven approachExcellent written and oral communication, diplomacy, and firmnessSomeone capable of proposing solutions, not just problemsWhat we offer you

A key position, reporting to management, with a direct impact on the experience of thousands of studentsReal autonomy in a rapidly growing companyA close-knit team and a culture of honesty and high standardsA 100% remote positionThis position is open to people with reduced mobility.