Role Summary
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.
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 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
- 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.
Employment Type
This role is a full-time position.
Work Hours
The required work hours are 40hrs per week.
Preferred Time Zones
The preferred time zones are GMT +3/EAT/WAT
Due to the considerable amount of virtual working and interaction with colleagues and customers in different physical locations internationally, it is essential that the successful applicant has the drive and ethic to succeed working in small teams physically but in larger efforts virtually. Self-drive to communicate constantly using web collaboration and video conferencing is essential. As an employee, you will be encouraged to continually develop your capability & attain certifications to reflect your growth as an individual.