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Customer Support Lead at AlGooru. 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. Company Location: Jordan.