Business Operations

Customer Support Specialist

Resolve customer issues with speed, empathy, and the tools support teams run on

18h4 lessonsTier 1 hireabilityTier 1 certificate

What you'll be able to do

You can handle customer conversations across chat and email professionally, operate a helpdesk platform like Zendesk, de-escalate a frustrated customer without losing the relationship, and read the support metrics (CSAT, first response time, resolution time) your manager will hold you accountable to.

Job titles this qualifies you for

Customer Support SpecialistCustomer Service RepresentativeSupport AgentClient Services Associate
Market intelligence
Demand
Very High
Remote
80% remote roles
Nigeria salary
₦100,000–₦300,000/month
Remote (USD)
$400–$1,200/month (remote chat/email support)

Before you start — primers

Short reads that give you the foundation to get more from the program.

Writing Professional Emails
Setting Up for Remote Work

Lessons

Stage 1 — Foundation
1
Customer Support Fundamentals
25 min
2
Helpdesk Tools and Zendesk
25 min
Stage 2 — Applied
1
De-escalation and Difficult Customers
25 min
2
Support Metrics and Reporting
20 min
Tier 2 Proof Submission

Support Conversation Portfolio

Demonstrate professional, empathetic support handling across three realistic conversation scenarios.

1.Three written conversation transcripts you author for: a routine question, a billing/refund dispute, and an angry escalated customer
2.A screenshot of a Zendesk (or equivalent) ticket you set up with correct tags and priority
3.A short written reflection (150 words) on how you applied the LAST de-escalation method in the angry-customer scenario
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