Customer Support Agent – Freelancer

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage asynchronous email tickets and backlog items from inception to resolution.

• Provide clear, warm, and precise responses to learners.

• Adhere to established workflows and escalation procedures.

• Properly tag, categorize, and document tickets.

• Escalate technical or high-impact matters to senior team members.

• Assist in updating the knowledge base under supervision.

• Engage in weekly trend reviews and analyze support data.

• Recognize recurring issue patterns and report them with detailed data and insights.

• Collaborate with the broader team to support social media escalations.

• Uphold high quality assurance standards across various volumes and complexities.

• Enhance the customer journey by providing a predictable, trustworthy, and human support experience.

⛳️ Requirements

• Proficient in written and spoken French and English.

• Must have completed an ALX Program within the last 12 months.

• Exceptional written communication skills with the ability to simplify complex concepts.

• Strong attention to detail and consistency.

• Quick learner with a proactive approach to action and continuous improvement.

• Comfortable working within organized systems and documented processes.

• Openness to receiving feedback and rapidly improving.

• Self-motivated and dependable in a remote work setting.

• Familiarity with ticketing tools such as Freshdesk, Zendesk, HubSpot, or similar platforms, or ability to learn quickly.

• Preferred time zones: UTC-1 to UTC+3.

• Internship or project experience in customer support, operations, or technology is preferable.

• Familiarity with knowledge base documentation or structured writing is preferable.

• Basic understanding of online platforms or technology systems is preferable.

• Experience working collaboratively with product, engineering, or community teams is preferable.

🏝️ Benefits

• A learning-oriented role offering practical experience in customer operations, structured problem-solving, and scalable support systems.

• Development of clear, human-centric communication, process discipline, troubleshooting skills, confidence in high-volume support, and escalation techniques.

• Opportunity to work in a remote environment.

• Experience with web collaboration and video conferencing tools.