ALX Africa, a non-profit organisation under the ALX Foundation, is dedicated to unlocking the potential of Africa's digital future. Their mission is to bridge the digital divide, upskill and re-skill talent, and create a generation of innovative leaders. By 2030, they aim to empower 2 million Africans to secure sustainable tech careers. With hubs in 8 cities across Africa, they provide access to quality learning and a network of expert instructors. Their impact so far includes 347k+ graduates since 2020 and 257k youth in work.

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? 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. This is a full-time, remote position.

Location: Remote (Preferred time zones: GMT +3/EAT/WAT)
Employment Type: Full-time (40 hours per week)

• 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)

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

How to Apply: Interested candidates should apply directly through the ALX Africa careers portal using the link below:
Apply for Customer Support Agent at ALX Africa

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