Customer Success Lead
AlGooru, Saudi Arabia

AlGooru is hunting for the next generation of Supply amp; Support talents!

We’re looking for a Customer Success 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

1. Help us build the Customer Success department from (almost) scratch
2. Initiate strategies aimed at helping us achieve an NPS score of +70%.
3. Contribute significantly to the company’s goal of delivering exceptional user experiences and top-tier support across various channels.
4. Work closely with Sales, Tutor Community, Product and Marketing to improve the customer experience and align goals

A day in your life

• Implement engagement strategies to foster customer loyalty and enhance product usage.
• Hire and grow the team of Customer Success, and manage your team exceptionally to keep them retained.
• Utilize and maintain tools and systems to improve team productivity and the quality of customer interactions.
• Gather and communicate feedback from the Tutor Community to support strategic improvements.
• Monitor competitors’ post-sales experiences to identify potential areas for improvement.

• Assist in the development and management of a customer feedback system to gather actionable insights and improve the user experience.
• Help map the customer journey post-sales, identifying key touchpoints for improvement and opportunities for increased engagement.
• Support the analysis of customer support practices and policies, ensuring they effectively meet client and tutor needs.

• Contribute to optimizing in-app customer experiences, including notifications and user prompts.
• Collaborate with Product teams, providing client feedback to inform feature development and in-app enhancements.
• Assist in communicating brand values and strengths across customer interaction channels.

Requirements

Experience needed

• 2+ years of experience in leading customer service teams in a B2C environment, with a focus on delivering exceptional consumer experiences.
• 2+ years of experience in Customer Relationship Leadership, with a strong ability to understand and anticipate consumer needs and behaviors.
• Familiarity with CRMs (ideally HubSpot), communication tools (ideally MessageBird), and other customer success related tools.
• Hands-on experience with data analytics to inform strategies and decision-making. Comfortable with metrics, KPIs, and OKRs to drive business outcomes.
• Obsessive about clients.

Our application process

• Screening amp; Intro Call (5-10 mins)
• Chemistry meeting (15-30 minutes)
• Technical interview (30-60 minutes)
• Technical assessment
• Vision-fit interview (60-90 minutes)
• Offer extended to successful applicants

Benefits

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

Job Rewards and Benefits