Customer Support Lead
AlGooru
Employer Active
Posted 4 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
- 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 & Reportingbr>
- 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
br Customer Experience, Escalations & Brand Representationbr
- 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
Experience needed
- 3+ years of experience leading Customer Support teams in a B2C environment, with clear ownership of service quality and customer experience.
- 3+ years in customer relationship leadership, with a strong understanding of customer behavior and post-sales journeys.
- Hands-on experience with CRMs and customer communication tools (ideally HubSpot and MessageBird).
- Data-driven and metrics-focused, comfortable working with KPIs, SLAs, and OKRs to improve performance.
- Experience collaborating cross-functionally to translate customer feedback into operational or product improvements.
- Truly customer-obsessed, with a high bar for service quality and brand representation.
Company Industry
- Education
- Training
- Teaching
- Academics
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Customer Support Lead
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AlGooru
A bit about us AlGooru is a Saudi-based edtech startup that uses AI to connect students with on-demand private tutors over 20+ subjects.