Customer Support Agent (L1) – English | Cairo, Egypt

We are building an English support team for a fast-growing international company. You will be the person customers talk to when they need help, and a main driver of an excellent customer experience for our end users.

What you will do

• Help learners and tutors mainly through live chat, plus email
• Handle cases escalated by an AI-support agent.
• Own each case through resolution and escalate when needed.
• Work in Intercom, refer to our knowledge base and utilize the internal admin tools
• Keep every reply clear, warm, and accurate while applying the right solution to each case.

What you need

• English proficiency at B2 level or higher.
• At least 2 years of customer support experience.
• Strong written communication skills (a written test will be performed before hiring).
• Flexibility to work rotating 24/7 shifts, including nights and weekends.

Nice to have:

• Experience in SaaS, EdTech, or online customer support.
• Experience with Intercom or other helpdesk platforms.
• Experience with AI-first support environments.

What we offer

• Approximately 5 weeks of paid training, including documentation, shadowing, and nesting.
• Competitive salary and benefits.
• Growth opportunities into Team Leader, Trainer, and Quality roles.

Performance KPIs

Further details and expectations will be covered during training.

• First Response Time: 1 minute.
• Customer Satisfaction (CSAT): 90%.
• Quality Assurance (QA): 90%.
• Average Handling Time (AHT): 6.5 minutes.
• Schedule Adherence: 95%.