The Disruptors Den

Customer Support

• Own asynchronous email tickets and backlog items from intake to resolution
• Respond to learners with clarity, warmth, and precision
• Follow documented workflows and escalation guidelines
• Tag, categorise, and document tickets properly
• Escalate technical or high-impact issues to senior team members
• Contribute to knowledge base updates under guidance
• Participate in weekly trend reviews and interpret support data
• Identify recurring issue patterns and raise them with clear data and insights
• Support social media escalations with the broader team
• Maintain high QA standards across volume and complexity
• Strengthen the customer journey through a predictable, trustworthy, and human support experience

Customer Support Agent – Freelancer