AlGooru is hunting for the next generation of CS talents!
We're looking for a Customer Success Representative
Who Are We ❓
AlGooru is a Saudi-based learning platform that offers 1-on-1 private tutoring services in a variety of academic and recreational subjects. It is the first licensed private tutoring platform in Saudi Arabia, approved by the National e-Learning Center (NELC). AlGooru provides tailored educational support to students, and it's backed by several renowned investors including Constructor Capital, Techstars, Plug & Play, Raz Group, RZM Investment, and prestigious institutions like KAUST, Hub71, and MiSK.
A Fun Fact about AlGooru is that its name derives from "Guru," a Sanskrit word meaning a mentor, guide, expert, or master.
The Role Highlights 💡
Main Responsibilities:
- Deliver exceptional customer service by efficiently handling inquiries, resolving issues, and fostering positive relationships
- Ensure operational efficiency and customer satisfaction through continuous improvement of support systems and processes
- Maintain accurate records and adhere to policies to provide seamless support and uphold AlGooru standards
👣 A day in your life
- Manage incoming calls, assess customer needs, and build sustainable relationships through open communication.
- Educate customers about our services and assist with technical issues for a smooth user experience.
- Resolve customer complaints via phone or messaging platforms with professionalism.
- Provide timely and appropriate solutions, ensuring follow-up until resolution.
- Handle refund requests, address billing concerns, and clarify Terms & Conditions and company policies.
- Handle cross-tribal collaboration and organize the internal communication for all matters related to customers
- Maintain detailed records of customer interactions, transactions, comments, and complaints.
- Process customer accounts and documentation while adhering to communication procedures and guidelines.
- Continuously optimize ticketing systems and chat tools by identifying challenges and proposing solutions.
Requirements
You're the Customer Success Representative we're looking for if you have:
- Minimum of 2 years of demonstrated experience in customer support
- Strong phone contact handling skills and active listening
- Familiarity with CRMs and internal databases (ex: HubSpot or Zoho)
- Customer orientation and ability to adapt/respond to different types of characters
- Advanced communication and interpersonal skills
- Strong problem-solving abilities
- Ability to multi-task, prioritize, and manage time effectively
- Strong empathy, patience, a proactive mindset, and a strong drive for success
- Able to work either from 10 AM to 6 PM or 2 PM to 10 PM, with a preference for weekend coverage on both shift sections
⌛ Our application process
- Screening & Intro Call (5-10 mins)
- Chemistry meeting (15-30 minutes)
- Technical interview (30-60 minutes)
- Technical assessment
- Offer extended to successful applicants
Benefits
What We Offer You❗
At AlGooru, we offer fair and competitive pay, scalable benefits, rewards, and perks, reflecting our commitment to inclusivity and access for all. Enjoy:
- Work from Anywhere
- No clocking in/out
- Enjoy unlimited PTOs
- ESOP Shares
- Free Hardware & Software
- Monthly Pizza Fridays & more
- Learn and expense on us!
- AlGooru Library
- 0% Interest Talent Loans
- Quarterly Reward System
- Vibrant Startup Culture
- Fast Promotions (like really fast)
- Travel for company events and get reimbursed
- Coaching & Entrepreneurial Bytes
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..
