Customer Support Lead

AlGooru

17h•Remote

About The Position

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: 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

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

Nice To Haves

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…

Responsibilities

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
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