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 quality
• Lead team meetings and performance reviews
• Participate in recruitment, onboarding, and evaluations
• Oversee all channels (emails, WhatsApp, calls, tickets) and ensure deadlines for response and resolution are met
• Manage escalations and complex customer situations
• Oversee administrative requests related to customers, with the relevant teams
• Define and monitor departmental KPIs
• Control the proper use of the HubSpot CRM and data reliability
• Processes, tools, and continuous improvement (40%)
• Audit and optimize existing processes
• Document operational procedures (SOPs)
• Identify and automate repetitive tasks, with the Tech/CRM teams
• Define quality and control standards
• Implement processes adapted to growth and develop team autonomy

Required profile :

• Minimum 5 years of experience in Customer Care, Customer Operations, or Operations Management
• At least 5 years of proven experience in team management
• Good command of HubSpot
• Experience in project management and cross-functional coordination
• A plus: experience in a digital, e-learning, SaaS, or info-entrepreneurship environment, ideally fast-growing
• Leadership: ability to unite, set a framework, and make decisions in complex situations
• Excellent organization, analytical skills, results orientation, and KPI-driven approach
• Excellent written and oral communication, diplomacy, and firmness
• Someone capable of proposing solutions, not just problems

What we offer you

• A key position, reporting to management, with a direct impact on the experience of thousands of students
• Real autonomy in a rapidly growing company
• A close-knit team and a culture of honesty and high standards
• A 100% remote position

This position is open to people with reduced mobility.