AlGooru | القورو

Customer Support Lead

AlGooru | القورو

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇸🇦 Saudi Arabia

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Job Level

Senior

About the role

  • 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
  • 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

Requirements

  • 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.
Benefits
  • Work from anywhere
  • Unlimited paid sick days
  • No clocking in/out
  • ESOP shares
  • Laptop fund
  • Fast promotions (like really fast)
  • Enjoy monthly Pizza Fridays
  • Learn anything online and expense it on us
  • Travel for company events and get reimbursed

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportservice qualitycustomer experiencedata analysisKPISLAOKRcustomer relationship managementoperational improvementscustomer feedback
Soft skills
leadershipcoachingcommunicationcollaborationproblem-solvingcustomer obsessionstrategic thinkingteam productivityservice consistencybrand representation