Customer Support Lead

AlGooru is hunting for the next generation of Support talents!

We’re looking for a Customer Support Lead

Who Are We ❓

📚 AlGooru is the leading private tutoring platform in Saudi. We're the first licensed by the National E-Learning Center (NELC), and we're renowned for providing tech-enabled tailored educational support to students from all ages and levels (K-12, university, and professionals).

🪙 We've been backed by various local, regional, and international investors including Constructor Capital, Plug & Play Ventures, Techstars, KAUST, Hub71, family offices, and others.

💡 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:

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

Requirements

You’re the Customer Support Lead if you have:

• 3–5 years of experience leading Customer Support or Customer Success teams in a B2C environment
• Proven experience owning customer experience, service quality, and team performance
• Strong understanding of post-sales journeys and customer behavior
• Hands-on experience with CRM and support tools (preferably HubSpot and MessageBird)
• Data-driven mindset with experience tracking and improving KPIs, SLAs, and OKRs
• Strong leadership skills with the ability to build, coach, and scale teams
• Experience working cross-functionally to drive product and operational improvements
• Highly customer-obsessed, with a strong sense of ownership and attention to detail

 Our application process:

• Screening & Intro Call (5-10 mins)
• Chemistry interview (15-30 minutes)
• Technical interview 1 (30-60 minutes)
• Technical interview 2 (30-60 minutes)
• Vision-fit interview (60-90 minutes)
• 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
• Learn and expense on us!
• AlGooru Library
• Vibrant Startup Culture
• Fast Promotions (like really fast)
• 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…