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.
Job Overview
- Job Types: Part-time, Full-time
- Work Setting: Work from home
- Location: Remote (Global)
- Salary Range: Competitive Compensation
- Employer: ALX Africa
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.
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.
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
- 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).
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.
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.
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