Customer Support Lead

Overview

Who Are We ❓

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

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
• **Requirements** **You’re the Customer Support Lead if you have:**
• 3–5 years of experience leading Customer Support or Customer Success teams in a B2C environment
• Proven experience owning customer experience, service quality, and team performance
• Strong understanding of post-sales journeys and customer behavior
• Hands-on experience with CRM and support tools (preferably HubSpot and MessageBird)
• Data-driven mindset with experience tracking and improving KPIs, SLAs, and OKRs
• Strong leadership skills with the ability to build, coach, and scale teams
• Experience working cross-functionally to drive product and operational improvements
• Highly customer-obsessed, with a strong sense of ownership and attention to detail
• Our application process:
• Screening & Intro Call (5-10 mins)
• Chemistry interview (15-30 minutes)
• Technical interview 1 (30-60 minutes)
• Technical interview 2 (30-60 minutes)
• Vision-fit interview (60-90 minutes)
• Offer extended to successful applicants

**Benefits** **What We Offer You❗**

• At AlGooru, we offer fair and competitive pay, scalable benefits, rewards, and perks, reflecting our commitment to inclusivity and access for all.
• Enjoy:
• Work from Anywhere
• No clocking in/out
• Learn and expense on us!
• AlGooru Library

• Vibrant Startup Culture

• Fast Promotions (like really fast)

• Coaching & Entrepreneurial Bytes

• 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…