Customer Support Lead

AlGooru; Remote; SAR 187,000 - 263,000; Full time

Job summary

A Saudi-based edtech startup is seeking a Customer Support Lead to build the Customer Support department from scratch. This role involves strategic planning, customer operations analysis, and ensuring exceptional support. The ideal candidate will have over 3 years of experience leading Customer Support teams and be data-driven to enhance service quality. With perks like unlimited sick days and a remote work model, this is a great opportunity for someone passionate about building a top-tier support experience.

Benefits

Work from anywhere

Unlimited paid sick days

ESOP shares

Laptop fund

Fast promotions

Monthly Pizza Fridays

Learning expenses covered

Travel reimbursements

Qualifications

• 3+ years leading Customer Support teams in a B2C environment.
• Strong understanding of customer behavior and post-sales journeys.
• Experience with KPIs, SLAs, and OKRs.

Responsibilities

• Oversee daily Customer Support operations.
• Track and analyze support metrics for performance improvement.
• Serve as the main escalation point for complex issues.

Skills

Leadership

Customer relationship management

Data analysis

Cross-functional collaboration

Service quality ownership

CRM tools (HubSpot, MessageBird)

Tools

HubSpot

MessageBird

Job 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.

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… 🏆

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

1. Screening & Intro Call (5‑10 mins)
2. Chemistry interview (15‑30 minutes)
3. Technical interview (30‑60 minutes)
4. Technical assessment
5. Vision‑fit interview (60‑90 minutes)
6. Offer extended to successful applicants