Customer Support Lead
AlGooru
Employer Active
Posted 1 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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
Desired Candidate Profile
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
Company Industry
- Education
- Training
- Teaching
- Academics
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Customer Support Lead
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AlGooru
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.