Customer Success Associate

About the Role

The Customer Success Associate is a full-time, remote role responsible for supporting and engaging Superfan.ng users throughout their learning journey. This role includes responding to user inquiries via email, chat, or in-app support, troubleshooting basic technical and account issues, and guiding learners on how to get the most value from the platform’s features and content. The associate will monitor user activity and feedback, identify patterns in user behavior, and collaborate with product and content teams to suggest improvements. Day-to-day tasks also include maintaining a knowledge base of FAQs, proactively checking in with learners to encourage continued usage, and collecting insights that help increase satisfaction and retention. The person in this role will represent the voice of the user and help ensure a positive and culturally respectful experience for all learners.

Key Responsibilities

• Respond to user inquiries via email, chat, or in-app support.
• Troubleshoot basic technical and account issues.
• Guide learners on how to get the most value from the platform’s features and content.
• Monitor user activity and feedback.
• Identify patterns in user behavior.
• Collaborate with product and content teams to suggest improvements.
• Maintain a knowledge base of FAQs.
• Proactively check in with learners to encourage continued usage.
• Collect insights that help increase satisfaction and retention.

Qualifications

• Ability to build strong relationships with users through effective Customer Engagement and focus on Customer Satisfaction.
• Experience delivering responsive, empathetic Customer Support and contributing to Customer Retention initiatives.
• Strong Analytical Skills to interpret user data, feedback, and usage trends and translate them into actionable insights.
• Excellent written and verbal communication skills in English.
• Familiarity with African languages or cultural contexts is an advantage.
• Comfort working remotely, with reliable internet access, strong time management, and the ability to work across time zones.
• Previous experience in customer success, support, or community management in a tech or edtech environment is beneficial.
• Interest in education, language learning, and African culture, with a user-centered mindset and problem-solving approach.