Job Description
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
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
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
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…
