Customer Support Agent (Freelancer)

Specific Responsibilities

• Own async email tickets and backlog items from intake to resolution.
  
• Respond to learners with clarity, warmth, and precision.
  
• Follow documented workflows and escalation guidelines consistently.
  
• Ensure tickets are properly tagged, categorised, and documented.
  
• Escalate technical or high-impact issues to senior team members when needed.
  
• Contribute to knowledge base updates under guidance.
  
• Participate in weekly trend reviews and learn how to interpret support data.
  
• Spot patterns in recurring issues and raise them early, backed by clear data and insights.
  
• Support social media escalations in collaboration with the broader team.
  
• Maintain high QA standards across volume and complexity.
  
• Strengthen the customer journey by ensuring our support experience is predictable, trustworthy, and human.
  

Skill Requirements - Essential

• Fluent in written and spoken French and English. Being based in a French-speaking country is an added advantage.
  
• Must have graduated from an ALX Program within the past 12 months.
  
• Excellent written communication with the ability to make complex things simple and human.
  
• Strong attention to detail and consistency.
  
• Fast learner with a bias toward action and continuous improvement.
  
• Comfortable working within structured systems and documented workflows.
  
• Willingness to receive feedback and improve quickly.
  
• Self-driven and reliable in a remote work environment.
  
• Comfortable using ticketing tools such as Freshdesk, Zendesk, Hubspot, or similar platforms (or able to learn quickly).
  

Skill Requirements - Preferable

• Internship or project experience in customer support, operations, or tech.
  
• Exposure to knowledge base documentation or structured writing.
  
• Basic understanding of how online platforms or tech systems operate.
  
• Experience working cross-functionally with product, engineering, or community teams.
  

Person Specification/Attributes

• Courage: Willingness to speak up, challenge the status quo, and embrace new challenges.
  
• Humility: Openness to learning, seeking help when needed, and a focus on serving others.
  
• Adventure: A passion for setting ambitious goals, tackling difficult tasks, and finding joy in the journey.
  
• Initiative: Proactive problem-solving, a sense of ownership, and a willingness to go above and beyond.
  
• Resilience: The ability to bounce back from setbacks, persevere through challenges, and emerge stronger.
  
• Customer-obsessed and able to make customers feel genuinely cared for.
  
• Systems-minded with a natural instinct for process, structure, and clarity.
  
• Proactive, takes initiative, and executes without waiting for direction.
  
• Calm and grounded during high-volume or complex situations.
  
• Analytical, methodical, and thoughtful.
  
• Collaborative, empathetic, and able to communicate with technical and non-technical teammates.
  
• Adaptable and energised by fast-moving environments.