Customer Support Agent

Do you care deeply about how people feel when they ask for help? Are you excited to learn how high-performing support teams operate at scale? Do you want a structured path to grow into more advanced operational or technical roles?

This role is designed as a launchpad for recent ALX graduates who want to build strong foundations in customer operations, structured problem-solving, and scalable support systems. You will learn how to deliver a high-quality, human support experience while mastering the operational discipline that powers it behind the scenes.

About ALX Africa

ALX Africa, a non-profit organisation under the ALX Foundation, is dedicated to unlocking the potential of Africa's digital future. Formerly part of Sand Tech Holdings, we've embarked on an independent journey to provide world-class tech skills training and career acceleration programmes. Our mission is to bridge the digital divide, upskill and re-skill talent, and create a generation of innovative leaders. By 2030, we aim to empower 2 million Africans to secure sustainable tech careers.

With hubs in 8 cities across Africa and counting, we provide safe access to quality learning and a dedicated network of expert instructors. Our innovative programmes equip learners with the practical skills and knowledge needed to succeed in today's rapidly evolving tech industry. Through a combination of rigorous coursework, industry partnerships, and hands-on projects, we prepare our students for in-demand roles in software engineering, data science, and cybersecurity.

We achieve this by:

• Providing young professionals with access to the most in-demand tech skills that will power the future.
• Empowering the next generation of technology innovators, entrepreneurs, and business leaders through challenging, real-world coursework.
• Building a lifelong, impactful community of tech professionals that support them at all stages of their career journey. 

Our impact thus far:

• 347k+ graduates since 2020
• 257k youth in work
• 31k youth starting own ventures
• 60k youth in jobs created by entrepreneurs

 Visit our website www.alxafrica.com to learn more about our digital revolution.

 

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.