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
🏆 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…
