Customer Support Lead

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 of 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.

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…