Fractional Director of Customer Care
Institut de Natation de Montréal IncRole Overview
Institut de Natation de Montréal Inc is hiring a Fractional Director of Customer Care. This is a full-time role in CA. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job Description
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
Frequently Asked Questions
How do I apply for the Fractional Director of Customer Care position at Institut de Natation de Montréal Inc?
Use the Apply button above to submit your application directly to Institut de Natation de Montréal Inc. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Where is the Fractional Director of Customer Care position at Institut de Natation de Montréal Inc located?
This position is based in CA. Institut de Natation de Montréal Inc has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.
What does a Fractional Director of Customer Care at Institut de Natation de Montréal Inc earn?
Institut de Natation de Montréal Inc has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the Fractional Director of Customer Care role at Institut de Natation de Montréal Inc posted?
This role was posted on April 21, 2026 (55 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
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