Customer Support Agent (Freelancer)

ALX Africa is seeking a dedicated Customer Support Agent to join our team on a freelance basis. This role is designed for recent ALX graduates who are passionate about delivering high-quality, human-centric support while developing professional skills in customer operations and structured problem-solving within a global, remote-first environment.

Key responsibilities

• Manage asynchronous email tickets and learner inquiries from intake to resolution with clarity and precision.
• Follow documented workflows and escalation guidelines to ensure consistent service quality.
• Properly tag, categorize, and document all support interactions within our systems.
• Identify recurring patterns in learner issues and provide data-backed insights to improve our support processes.
• Collaborate with the broader team to handle social media escalations and maintain high standards of customer satisfaction.

Requirements

• Fluency in both written and spoken French and English is essential.
• Must be a graduate of an ALX program within the past 12 months.
• Excellent written communication skills with the ability to simplify complex information.
• Strong attention to detail and a proactive approach to continuous improvement.
• Comfortable working within structured systems and utilizing ticketing platforms like Zendesk or Freshdesk.
• Self-driven, reliable, and capable of thriving in a fully remote, fast-paced environment.

What we offer

• Hands-on experience in customer operations and scalable support systems.
• Opportunity to develop professional communication and process discipline skills.
• A collaborative environment that values initiative, resilience, and a customer-obsessed mindset.
• The chance to contribute to a mission-driven organization dedicated to unlocking Africa's digital future.