Customer Support Agent (Freelancer)

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
• Contribute to knowledge base updates and participate in weekly trend reviews
• Spot patterns in recurring issues and raise them with data-backed insights
• Support social media escalations in collaboration with the broader team

Requirements

• Fluent in written and spoken French and English
• Must have graduated from an ALX Program within the past 12 months
• Excellent written communication skills
• Strong attention to detail and consistency
• Comfortable working within structured systems and documented workflows
• Proficiency or ability to quickly learn ticketing tools such as Freshdesk, Zendesk, or Hubspot

Preferred Qualifications

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

About the Company

ALX Africa is a non-profit organisation dedicated to unlocking the potential of Africa's digital future by providing world-class tech skills training and career acceleration programmes. Their mission is to bridge the digital divide and empower 2 million Africans to secure sustainable tech careers by 2030.