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
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 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.
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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