Customer Support Representative

AlGooru is hunting for the next generation of CS talents!

We’re looking for a Customer Support Representative

Who Are We ❓

AlGooru is a Saudi-based learning platform that offers 1-on-1 private tutoring services in a variety of academic and recreational subjects. It is the first licensed private tutoring platform in Saudi Arabia, approved by the National e-Learning Center (NELC). AlGooru provides tailored educational support to students, and it's backed by several renowned investors including Constructor Capital, Techstars, Plug & Play, Raz Group, RZM Investment, and prestigious institutions like KAUST, Hub71, and MiSK.

A Fun Fact about AlGooru is that its name derives from “Guru,” a Sanskrit word meaning a mentor, guide, expert, or master.

The Role Highlights 💡

Main Responsibilities:

1. Deliver exceptional customer service by efficiently handling inquiries, resolving issues, and fostering positive relationships.
2. Ensure operational efficiency and customer satisfaction through continuous improvement of support systems and processes.
3. Maintain accurate records and adhere to policies to provide seamless support and uphold AlGooru standards.

👣 A day in your life

• Manage incoming calls, assess customer needs, and build sustainable relationships through open communication.
• Educate customers about our services and assist with technical issues for a smooth user experience.
• Resolve customer complaints via phone or messaging platforms with professionalism.
• Provide timely and appropriate solutions, ensuring follow-up until resolution.
• Handle refund requests, address billing concerns, and clarify Terms & Conditions and company policies.
• Handle cross-tribal collaboration and organize the internal communication for all matters related to customers.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Process customer accounts and documentation while adhering to communication procedures and guidelines.
• Continuously optimize ticketing systems and chat tools by identifying challenges and proposing solutions.

Requirements

You’re the Customer Support Representative we’re looking for if you have:

• Minimum of 2 years of demonstrated experience in customer support
• Strong phone contact handling skills and active listening
• Familiarity with CRMs and internal databases (ex: HubSpot or Zoho)
• Customer orientation and ability to adapt/respond to different types of characters
• Advanced communication and interpersonal skills
• Strong problem-solving abilities
• Ability to multi-task, prioritize, and manage time effectively
• Strong empathy, patience, a proactive mindset, and a strong drive for success

• Able to work either from 10 AM to 6 PM or 2 PM to 10 PM, with a preference for weekend coverage on both shift sections

⌛ Our application process

• Screening & Intro Call (5-10 mins)
• Chemistry meeting (15-30 minutes)
• Technical interview (30-60 minutes)
• Technical assessment
• 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
• Enjoy unlimited PTOs
• ESOP Shares
• Free Hardware & Software
• Monthly Pizza Fridays & more
• Learn and expense on us!
• AlGooru Library
• 0% Interest Talent Loans
• Quarterly Reward System
• Vibrant Startup Culture
• Fast Promotions (like really fast)
• Travel for company events and get reimbursed
• 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…