Al Gooru is hunting for the next generation of CS talents!
We’re looking for a Customer Success Representative
Who Are We ❓
Al Gooru 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). Al Gooru 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 Mi SK.
A Fun Fact about Al Gooru is that its name derives from “Guru,” a Sanskrit word meaning a mentor, guide, expert, or master.
The Role Highlights
Main Responsibilities:

• Deliver exceptional customer service by efficiently handling inquiries, resolving issues, and fostering positive relationships.
• Ensure operational efficiency and customer satisfaction through continuous improvement of support systems and processes.
• Maintain accurate records and adhere to policies to provide seamless support and uphold Al Gooru 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 Success 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: Hub Spot 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 Al Gooru, 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!
• Al Gooru 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 Al Gooru prior to your interviews with us; we love people who already know about us.
• Be extra organized… like extra…