Fractional Director of Customer Care

Remote | Bilingual (EN/FR)

Montreal Institute of Swimming (MIS) is seeking a Fractional Director of Customer Care to create and lead a structured, high-performance Customer Care function across all channels.

This role combines operations, systems, and leadership, with a strong focus on creating consistency, eliminating backlog, and supporting scalable growth — including AI integration.

Key Responsibilities

• Manage all customer communication channels: email, phone, SMS (Telus), and social (Meta)
• Ensure zero backlog and timely, accurate responses
• Oversee registrations, waitlists, payments, scheduling issues, and client requests
• Handle escalations, complaints, credits, and refunds (policy-based)
• Maintain clean and accurate data in Sportimea
• Build and manage a full triage and routing system
• Lead outbound communication (updates, reminders, notifications)

AI Oversight

• Define what is handled by AI vs. human
• Train AI using scripts, FAQs, and policies
• Monitor for accuracy, tone (EN/FR), and consistency
• Continuously optimize performance and workflows
• Implement an AI driven ticketing system

Deliverables

• Structured end-to-end Customer Care system
• SOPs and workflows across all touchpoints
• Centralized tracking and communication logs
• Bilingual templates and communication standards
• Integrated SMS, email, and social communication system
• AI-enabled Customer Care framework

Success Metrics

• Zero missed messages
• Zero backlog
• Faster response times
• Reduced errors (payments, bookings, credits)
• Consistent, policy-aligned decisions
• Full visibility across all customer interactions
• Measure and improve CSAT

Profile

• Bilingual (English & French)
• Strong operational and organizational skills
• Experience building workflows and systems
• Detail-oriented and highly responsive
• Comfortable managing multiple channels simultaneously
• Empathetic, people-focused, and solutions-driven
• Aligns with values of trust, integrity, growth, leadership, pragmatism, and health and well-being

Details

• Type: Fractional (~20 hours/week)
• Location: Remote
• Compensation: ~$3,000/month
• Participation in virtual weekly operations and leadership meetings required