Customer Support Lead at AlGooru

Jordanów, Lesser Poland Voivodeship, Poland -

Full Time

Start Date

Immediate

Expiry Date

25 Mar, 26

Salary

0.0

Posted On

25 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Team Leadership, Strategic Planning, Data Analysis, CRM Management, Customer Experience, Cross-Functional Collaboration, Service Quality, Coaching, Feedback Analysis, Problem Solving, Metrics Focused, Operational Improvements, User Experience, Technical Troubleshooting, Customer Journey Mapping

Industry

education

Description

AlGooru is hunting for the next generation of Support talents! We’re looking for a Customer Support Lead 🪄 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. 🎯 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 🏆 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. ⌛ Our application process Screening & Intro Call (5-10 mins) Chemistry interview (15-30 minutes) Technical interview (30-60 minutes) Technical assessment Vision-fit interview (60-90 minutes) Offer extended to successful applicants 🎁 Role 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 🎲 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…

Responsibilities

The Customer Support Lead will build the Customer Support department and oversee daily operations to ensure a seamless experience for clients and tutors. They will also gather feedback from the Tutor Community and collaborate with internal teams to align Customer Support activities with company goals.