Customer Support Agent (Freelancer) at ALX

Role Summary

ALX Africa is looking for a French-speaking Customer Support Freelancer. Our support agents are the frontline of our Customer Support team. You will manage asynchronous email tickets and learner inquiries from intake to resolution, following structured workflows and quality standards. You will deliver quality customer service to our learners in French programmes.

This is a learning-focused role. You will develop:

• Clear, human-written communication
• Strong process discipline
• Structured troubleshooting fundamentals
• Confidence in handling high-volume environments
• The ability to recognise patterns and escalate effectively

This role requires someone who speaks French and English fluently, thrives in structured systems, enjoys pattern spotting, and takes real pride in delivering a human, personal, high-quality support experience at scale.

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.