Customer Support Intern

Location: Lahore, Pakistan

Overview:

The Freedom Institute is an education and training organization focused on digital finance and halal cryptocurrency trading. We deliver structured learning programs for beginners and experienced participants who want to engage in crypto markets while following Islamic financial principles. As a Customer Support Intern based in Lahore, you will contribute to learner success by providing timely assistance, resolving common queries, and supporting the operations team during course delivery and enrollment periods.

Key responsibilities include:

• Respond to student inquiries via chat, email, and phone using prepared knowledge-base articles and FAQs.
• Assist with course enrollment, account setup, and access issues on the institute's learning platform (LMS).
• Document common questions and escalate technical or policy issues to senior staff.
• Collaborate with instructors and the operations team to coordinate live session schedules and student notifications.
• Collect and summarize student feedback to help improve course materials and support processes.
• Maintain confidentiality of student records and follow data protection procedures.

• Language: Clear written and spoken English and Urdu for student communications.
• Interpersonal: Strong interpersonal skills and polite, professional phone/chat etiquette.
• Technical: Basic familiarity with online learning platforms (LMS), account management, and troubleshooting access problems.
• Organizational: Ticket tracking, prioritization, and follow-up until resolution.
• Documentation: Attention to detail when recording student issues and updating knowledge-base documents.
• Reporting: Ability to summarize feedback and present findings to the operations team.
• Tools: Comfortable using Google Workspace, MS Office, and messaging platforms.
• Domain knowledge: Willingness to learn about halal finance and cryptocurrency concepts.