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Customer Support Agent – Freelancer
The Disruptors Den. Own asynchronous email tickets and backlog items from intake to resolution .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong written and verbal communication skills in both French and English, with a focus on clarity and simplicity. Proficient in managing customer support tickets using platforms like Freshdesk or Zendesk, while maintaining high quality assurance standards and contributing to knowledge base documentation.
Highest-signal resume keywords
Fluent In French And EnglishCustomer Support ExperienceTicketing Tools ProficiencyAttention To DetailKnowledge Base Documentation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportTicket ManagementKnowledge Base DocumentationData InterpretationIssue Pattern Identification
Soft Skills
Excellent Written CommunicationStrong Attention To DetailFast LearnerSelf-DrivenWillingness To Receive Feedback
Tools & Technologies
FreshdeskZendeskHubSpot
Certifications & Qualifications
Graduated From ALX Program
Industry Keywords
Asynchronous Email SupportEscalation GuidelinesQuality AssuranceCustomer JourneyCross-Functional Collaboration
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Fluent in written and spoken French and English
- 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
- Preferred time zones: UTC-1 to UTC+3
- Internship or project experience in customer support, operations, or tech preferable
- Exposure to knowledge base documentation or structured writing preferable
- Basic understanding of online platforms or tech systems preferable
- Experience working cross-functionally with product, engineering, or community teams preferable
Benefits
Comp & perks- Learning-focused role with hands-on experience in customer operations, structured problem-solving, and scalable support systems
- Development of clear, human-written communication, process discipline, troubleshooting fundamentals, high-volume support confidence, and escalation skills
- Remote work environment
- Web collaboration and video conferencing experience