Customer Support Agent (Freelancer)

Role overview

This freelance position places you on the front line of a multilingual customer support operation, handling inquiries from learners enrolled in a tech skills programme. You will manage French (and English) tickets asynchronously while building structured capability in communication, troubleshooting, and operational discipline at scale. The role is designed as a learning-focused entry into high-performing support teams, well suited to early-career professionals stepping into operations.

Responsibilities

- Own asynchronous email tickets and backlog items from intake through resolution, responding with clarity, warmth, and precision. - Follow documented workflows, escalation guidelines, and quality standards consistently across high-volume queues. - Tag, categorise, and document every interaction so that trend analysis and internal reporting stay accurate. - Escalate technical or high-impact issues to senior colleagues with enough context for a fast, informed handoff. - Spot recurring patterns in learner inquiries, surface them in weekly trend reviews, and contribute to knowledge base updates. - Support social-media escalations in collaboration with the wider customer team.

Requirements

- Fluent in written and spoken French and English; being based in a French-speaking country is an added advantage. - Eligibility: recent graduate of the issuing organisation's affiliated tech training programme (within the past 12 months). - Excellent written communication with the ability to make complex topics simple and human. - Strong attention to detail, consistency, and comfort working inside structured systems and documented workflows. - Self-driven and reliable in a remote environment, with the ability to learn ticketing platforms such as Freshdesk, Zendesk, Hubspot, or similar tools quickly. - Willingness to receive feedback and improve at pace.

Nice to have

- Internship or project experience in customer support, operations, or technology. - Exposure to knowledge base documentation or structured writing. - Basic understanding of how online platforms and tech systems operate. - Experience working cross-functionally with product, engineering, or community teams.

Benefits and work setup

- Freelance / contractor engagement with fully remote collaboration via video conferencing and web tools. - Preferred working time zones: UTC-1 to UTC+3. - Small, distributed team working alongside international colleagues and learners.