Customer Success Representative

About the Role

The Customer Success Representative is a full-time, remote role responsible for supporting learners and ensuring a positive experience on the Superfan.ng platform.

Key Responsibilities

• Responding to user inquiries across multiple channels.
• Troubleshooting account and product issues.
• Guiding learners through app features and updates.
• Tracking and reporting common user challenges.
• Collaborating with product and content teams to improve the platform.
• Proactively engaging users to encourage retention and deepen cultural learning.
• Maintaining accurate records in support tools.
• Monitoring customer feedback.
• Contributing to documentation, FAQs, and best practices.

Requirements & Tech Stack

• Experience using customer support or CRM tools.
• Maintaining accurate records in support tools.
• Monitoring customer feedback.

Qualifications

• Demonstrated skills in customer support and customer service.
• Ability to foster strong customer satisfaction and customer experience through empathy, patience, and solution-oriented thinking.
• Strong verbal and written communication skills, including clear, culturally sensitive, and user-friendly messaging.
• Comfort working in a remote, digital environment.
• Good time management.
• Ability to work independently and within a distributed team.
• Interest in African languages, cultures, or edtech products.
• Willingness to learn continuously about the platform’s content.
• Previous experience in customer-facing roles in tech, education, or related fields is beneficial.
• Relevant education or training in communications, customer success, or a similar area is an advantage, but equivalent practical experience is also valued.