Head of Customer Care & Operations (H/F) - 100% remote - Casablanca
Company sector : Offshoring / Nearshoring
COMPANY :
Jody Cavalie Academy (JCA) : the school for those who want to build their freedom
Founded in 2020 by Jody Cavalie, Jody Cavalie Academy has become in a few years a major player in online financial education and entrepreneurship in the French-speaking world. Our mission: to give everyone the knowledge they need to decide about their money, regardless of their level, budget, or profile.
JCA in numbers
Over 7,000 students supported since 2020, in 15 countries
6 complete programs, from savings to health
30 employees and partners and over 10 mentors
A rating of 4.5/5 on Trustpilot (over 680 reviews)
Over 450,000 subscribers on TikTok, Instagram and YouTube, and over 100,000 subscribers to our financial newsletter
Our approach
Our online courses are updated as soon as a market, a tool, or a rule changes. They are complemented by coaching sessions with our mentors and an active community. Every method taught is explained, applied, and then reworked in coaching: our students are never left alone to face their difficulties.
Our values
Authenticity: no beating around the bush.
Simplicity: no unnecessary jargon, explanations that even a beginner can follow.
Performance: students who really progress, not just courses.
Safety: learning to measure risk before taking it.
Passivity: a long-term investment approach, the opposite of trading.
Why join us
JCA is a fast-growing company that is structuring itself: Closing department created in 2022, Customer Care department in 2023, an ever-expanding team of mentors. We are looking for rigorous, autonomous, and results-oriented individuals, ready to take on real responsibilities in an entrepreneurial environment. The positions we are currently opening are offered as remote work.
Short version (for a character-limited field)
Founded in 2020, Jody Cavalie Academy (JCA) is the school for those who want to build their financial freedom. Over 7,000 students supported in 15 countries, 6 programs, 30 employees and partners, 4.5/5 on Trustpilot. A fast-growing, entrepreneurial, and demanding company, where each team member has a direct impact.
Company culture :
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.
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