Customer Support Lead

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

1. Build the Customer Support department from (almost) scratch.
2. Contribute significantly to the company’s goal of delivering exceptional user experiences and top-tier support across various channels.
3. 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

🏆 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 HubSpot and MessageBird).
• 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

🎁 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…