Chime is hiring a Customer Support Agent designed as a launchpad for recent ALX graduates. In this role, you will build foundational skills in customer operations, structured problem-solving, and scalable support systems as the frontline of our Customer Support team, managing asynchronous email tickets from intake to resolution.
What You'll Do
- 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.
What We're Looking For
- 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).
Nice to Have
- 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.
Technical Stack
- Freshdesk
- Zendesk
- Hubspot
Team & Environment
You will form the frontline of the Customer Support team, reporting to senior team members for escalations.
Work Mode
This is a remote position.
At Chime, we value courage, humility, adventure, initiative, and resilience. We seek individuals who are customer-obsessed, systems-minded, proactive, calm under pressure, analytical, collaborative, and adaptable to fast-moving environments.
