AlGooru is hunting for the next generation of Support talents! We’re looking for a Customer Support Lead Who Are We ❓ 📚 AlGooru is the leading private tutoring platform in Saudi. We're the first licensed by the National E-Learning Center (NELC), and we're renowned for providing tech-enabled tailored educational support to students from all ages and levels (K-12, university, and professionals). 🪙 We've been backed by various local, regional, and international investors including Constructor Capital, Plug & Play Ventures, Techstars, KAUST, Hub71, family offices, and others. 💡 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: - 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 A Day In Your Life: Strategic Planning and Roadmap Execution - 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 Customer Operations, Analysis & Reporting - 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 Customer Experience, Escalations & Brand Representation - 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

AlGooru is hunting for the next generation of Support talents! We’re looking for a Customer Support Lead Who Are We ❓ 📚 AlGooru is the leading private tutoring platform in Saudi. We're the first licensed by the National E-Learning Center (NELC), and we're renowned for providing tech-enabled tailored educational support to students from all ages and levels (K-12, university, and professionals). 🪙 We've been backed by various local, regional, and international investors including Constructor Capital, Plug & Play Ventures, Techstars, KAUST, Hub71, family offices, and others. 💡 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: - 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 A Day In Your Life: Strategic Planning and Roadmap Execution - 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 Customer Operations, Analysis & Reporting - 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 Customer Experience, Escalations & Brand Representation - 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

• Advise clients on calls in Italian language. • Communicate with partners about ongoing cases and provide updates. • Utilize CRM systems and internal databases efficiently.

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. Job Summary The Patient Services Specialist is an integral part of the Patient Services team, responsible for providing administrative & patient counseling support to physician offices primarily to assist with the completion of paperwork and follow up on the submissions pertaining to obtaining drug reimbursement through private and provincial drug plans, relating to the patient support programs offered by McKesson Specialty. The focus of this position is to shorten the approval time for patients who are waiting to start therapy as well as providing value-added services in terms of time and resources to prescribing physicians on an as-needed basis. The role involves interactions with patients, insurance companies, pharmacies, physicians and other health care professionals (HCPs) to explore and obtain coverage for the prescribed medication as well as management of the patient cases. This position operates on a 37.5‑hour work week, with flexibility to schedule a 7.5‑hour shift anytime within the program’s operating hours of 8:00 a.m. to 8:00 p.m. EST. Specific Responsibilities - Liaise with the patient, insurer and physician regarding the documentation required for maximum reimbursement coverage, including the exploration of all public and private insurers and providing employer escalations as required. - Responsible for escalation management in cases where assistance beyond program scope is required. - Gather all pertinent and appropriate information from the patient chart and complete necessary documents in a concise, organized and professional manner and submit physician signed forms to the private and/or provincial drug benefit insurer/agency. - Follow up with applicable insurers until a decision is received, with the intent of expediting a decision where possible. If the submission has been denied, the Senior Patient Services Specialist will discuss this with the physician and resubmit if agreed upon. - Updates with respect to the reimbursement submissions, confirmation of coverage and re-submissions will be entered into the patient database. - Complete follow ups with patients on behalf of the physician offices, as required, to ensure adherence to treatment regimens. - Provides information and updates to physicians and staff in their offices regarding the medication in terms of new criteria and indications as received from McKesson Canada or the Client. - The Senior PSS may be asked to do stretch assignments for the client. - Assist with client escalations for the program as needed. - Provide support to the team by answering any questions, problem solving and assigning tasks. - Provide support to PM/APM by assisting in tasks such as; authoring deviations, call reviews privacy incidents and AE reconciliations as requested. - Act as a SME for the program, assists in the development of training material for the team if needed. - Continuously provide best practice guidance to the team. - Receive, record and report Adverse Events as per the Pharmaceutical Manufacturer requirements. - Participate and assist in departmental continuous improvement activities related to process, quality, training etc. - Maintain service levels in case management, including Adverse Events reported within twenty-four hours of receipt and any other Key Performance Indicators established at the Program level. - Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing, scanning. Minimum Qualifications - High school diploma or equivalent required. - A minimum of 1 year of related experience in a healthcare, clinical, or administrative setting. Key Competencies - Previous experience with Patient Support Programs (PSPs) is highly preferred. - Strong customer service, communication, problem solving skills required. - Bilingualism (French/English) is an asset. - Proficient in Microsoft Office applications (Word/Excel). - Team Player and comfortable working independently. - Thorough knowledge of adult learning principles and training. - Organized with a high attention to detail. - Understands and applies techniques to manage multiple priorities. - Possesses a high level of motivation to achieve necessary involvement within a team. - Stress can be a factor of the position because of the variety of duties and prospects of peak periods in certain situations due to the reality of medical management. Work is often performed in emotional situations. - May operate a vehicle usually locally. We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here. McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application. McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates. McKesson job postings are posted on our career site: careers.mckesson.com. McKesson is an Equal Opportunity Employer McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page. McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted. Join us at McKesson!