Customer Support Lead
A
AlGooruE-Learning
Work from AnywhereFull-TimeLead
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 3–5 years
- Required Skills
- HubSpotCRM
Requirements
- 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
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
- Serve as the main escalation point for complex customer and tutor issues
- Manage and optimize the CRM to ensure accurate tracking and timely resolution of issues
- Contribute to optimizing in-app customer experiences (notifications, user prompts, and flows)
- Collaborate with Product teams by translating customer feedback into actionable insights
View Full Description & ApplyYou'll be redirected to the employer's site
