Customer Support Lead

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AlGooru is hunting for the next generation of Support talents! We're looking for a Customer Support Lead 🪄 A Bit About Us

AlGooru is a Saudi-based edtech startup that uses AI to connect students with on-demand private tutors over 20+ subjects.

🎯 Main Responsibilities

• Build the Customer Support department from (almost) scratch
• Contribute significantly to the company's goal of delivering exceptional user experiences and top‑tier support across various channels
• Work closely with Sales, Supply, Product and Marketing to improve the customer experience and align goals

👣 A day in your life Strategic Planning and Roadmap Execution

• Oversee daily Customer Support operations to ensure a seamless experience for clients and tutors
• Hire and onboard new Customer Support agents
• Lead, support, and coach Support agents to maintain service quality and consistency
• Utilize and optimize tools and systems to improve team productivity and service quality
• Gather and communicate feedback from the Tutor Community to support strategic improvements

Customer Operations, Analysis & Reporting

• Help map the customer journey post‑sales, identifying key touchpoints and engagement opportunities
• Track and analyze support metrics to monitor performance, identify trends, and improve service quality
• Support the analysis of customer support practices and policies to ensure alignment with client and tutor needs
• Collect, analyze, and relay customer and tutor feedback to improve processes and service quality
• Implement short‑term solutions and contribute to long‑term operational improvements
• Collaborate with internal teams to align Customer Support activities with company goals and initiatives

Customer Experience, Escalations & Brand Representation

• Serve as the main escalation point for complex customer and tutor issues
• Oversee handling of customer and tutor inquiries across phone and messaging platforms
• Manage and optimize the CRM to ensure accurate tracking and timely resolution of issues
• Ensure effective support for session bookings, rescheduling, platform navigation, and technical troubleshooting
• Contribute to optimizing in‑app customer experiences (notifications, user prompts, and flows)
• Collaborate with Product teams by translating customer feedback into actionable insights
• Ensure brand values and tone are consistently reflected across all customer interaction channels

Requirements 🏆 Experience needed

• 3+ years of experience leading Customer Support teams in a B2C environment, with clear ownership of service quality and customer experience.
• 3+ years in customer relationship leadership, with a strong understanding of customer behavior and post‑sales journeys.
• Hands‑on experience with CRMs and customer communication tools (ideally Hub Spot and Message Bird).
• Data‑driven and metrics‑focused, comfortable working with KPIs, SLAs, and OKRs to improve performance.
• Experience collaborating cross‑functionally to translate customer feedback into operational or product improvements.
• Truly customer‑obsessed, with a high bar for service quality and brand representation

⌛ Our application process

• Screening & Intro Call (5‑10 mins)
• Chemistry interview (15‑30 minutes)
• Technical interview (30‑60 minutes)
• Technical assessment
• Vision‑fit interview (60‑90 minutes)
• Offer extended to successful applicants

Benefits 🎁 Role benefits

• Work from anywhere
• Unlimited paid sick days
• No clocking in/out
• ESOP shares
• Laptop fund
• Fast promotions (like really fast)
• Enjoy monthly Pizza Fridays
• Learn anything online and expense it on us
• Travel for company events and get reimbursed

🎲 How To Gain Extra Gooru Points

• Demonstrate your entrepreneurial, hustling, and energetic spirit
• Prove your ability to take full ownership of your role without the need to be micromanaged
• Conduct proper research about AlGooru prior to your interviews with us, we love people who already know about us
• Be extra organized... like extra..

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