Role Overview
ALX Africa is looking for a French-speaking Customer Support Freelancer to manage asynchronous email tickets and learner inquiries from intake to resolution, following structured workflows and quality standards.
About Alx africa
ALX Africa, a non-profit organisation under the ALX Foundation, is dedicated to unlocking the potential of Africa's digital future. We provide world-class tech skills training and career acceleration programmes.
Key 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
Requirements & Eligibility
- 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
Required Skills & Tech
Customer SupportFrenchEnglishFreshdesk