Customer Support Lead

AlGooru is hunting for the next generation of Support talents! We're looking for a Customer Support Lead.

AlGooru is the leading private tutoring platform in Saudi, licensed by the National E Learning Center (NELC) and renowned for tech enabled tailored educational support to students across all ages and levels.

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.

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

• 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.

Benefits

• 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