Customer Support Lead
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support Lead developing support strategies at AlGooru, an edtech startup connecting students with private tutors. Leading a new Customer Support department for excellent user experience.
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
- 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
- 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
- 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:
- 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.
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
Similar Jobs
Technical Customer Support Specialist – SaaS
Technical Support Specialist for rapidly scaling SaaS company in elective medicine field. Responsible for cross-functional technical investigation and support coordination.
Seasonal Customer Support Agent
Seasonal Customer Support Agent at ParentSquare addressing customer inquiries via email, chat, and phone. Efficiently resolving issues during high-volume back-to-school period with potential for full-time transition.
Pharmacy Support Specialist
Pharmacy Support Specialist processing Central Fill–eligible Auto Refills while collaborating with onsite teams. Delivering exceptional client care and maintaining service levels in a remote role.
Campaign Account Support Specialist – Level 2
Campaign Account Support Specialist fostering strong relationships with teams and partners in biopharma services. Managing print intake, direct mail execution, and HCP service initiatives with compliance.
Campaign Account Support Specialist – Level 3
Campaign Account Support Specialist managing fulfillment operations and HCP service initiatives. Overseeing print intake and demand management for pharma clients.
Support Specialist 3 – Magnetic Resonance
Remote Support Specialist providing technical support to customers and engineers for Siemens MR equipment. Responsible for troubleshooting, resolving technical issues, and assisting with on-site repairs.
Bilingual Customer Service Specialist, B2B
Bilingual Customer Service Expert providing support to retailers with exceptional service in French and English. Engaging clients and promoting new products while maintaining strong relations.
Senior Manager – Customer Support
Senior Manager of Customer Support responsible for leading global technical teams at Castor. Enhancing customer satisfaction metrics and ensuring operational excellence across services.
Customer Experience Specialist
Customer Experience Specialist providing personalized travel planning support for clients. Emphasizing relationship-building and service excellence throughout the travel planning process.
Service Support Specialist – Insurance, Spanish
Service Support Specialist managing customer inquiries and insurance policy servicing for COVU's clients. Ensuring satisfaction through efficient case management in a remote role based in Peru.
Customer Service
Remote Customer Support Reps working for Virtual Vantage Inc in a customer service role. Handling customer inquiries and ensuring satisfaction while working from home.
Customer Support Specialist
Customer Support Specialist managing member inquiries and support tickets for Espresa's personal benefits platform. Ensuring service excellence across multiple channels while achieving specific performance targets.
Freelancer Assistenza Clienti – Nutrizione/Salute
Freelancer Customer Support assisting Italian customers in health and nutrition sector for SHEKO GmbH. Engage with customers through social media and community management.
Support Manager, Customer Experience
Support Manager leading customer experience initiatives for AI-powered gym management platform PushPress. Building systems and standards to enhance customer support functions.
Customer Service Representative
Customer Service Representative in e-learning engaging with veterans and ensuring satisfaction through inquiries and support. Remote work from anywhere in the United States, emphasizing effective communication.
Overnight Sales and Customer Service Representative
Customer Service Representative focusing on fielding inquiries via various communication channels. Engaging with customers to resolve issues and meet sales objectives while creating a positive experience.
Customer Service Representative – Administration, Finance
Inhouse Consultant for Infoma ERP providing financial software support and customer service. Engaging with users to improve their experience and resolve inquiries effectively.
Digital Customer Experience Manager
Digital Customer Experience Manager enhancing customer relations and pursuing strategic revenue opportunities. Responsible for business development through product and market innovation in a remote work environment.
Customer Service Representative – Administration, Finance
As Inhouse Consultant for Infoma ERP, support users in financial accounting. Analyze customer inquiries and provide solutions while ensuring a quality service experience.
Bilingual Customer Service Advocate, Russian
Customer Care professional resolving inquiries for Centene's 28 million members and providers. Focused on providing accurate and timely personalized support via various communication channels.