Customer Support Agent

The Disruptors Den

full-time

Posted on: 3/15/2026

Location Type: Remote

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About the role

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.

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).

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

written communicationattention to detailfast learnerbias toward actioncontinuous improvementwillingness to receive feedbackself-drivenreliable

Certifications

ALX Program