Customer Service Specialist

Superfan.ng is an edtech learning platform focused on African languages and culture, designed for learners across the continent and the diaspora. The platform uses a gamified, quiz-first approach to make learning engaging and interactive. Users explore deep knowledge of African proverbs, traditions, rites of passage, festivals, folklore, and customs through curated content and challenges. Superfan.ng aims to celebrate and preserve African heritage while providing an accessible and entertaining learning experience for diverse audiences.

About the Role

The Customer Service Specialist is a full-time remote role responsible for supporting Superfan.ng users across various channels, including email, chat, and phone.

Key Responsibilities

• Responding to user inquiries.
• Troubleshooting basic app and account issues.
• Guiding learners on how to get the most value from the platform.
• Tracking and resolving user complaints.
• Gathering feedback to improve the overall customer experience.
• Escalating complex issues to the appropriate internal teams.
• Collaborating with product and content teams to share user insights.
• Updating support documentation.
• Contributing to a friendly, culturally aware support environment.

Qualifications

• Strong Customer Support and Customer Service skills, with the ability to handle inquiries in a professional and empathetic manner.
• Experience in fostering Customer Satisfaction and enhancing overall Customer Experience.
• Excellent Phone Etiquette and clear communication skills across written and verbal channels.
• Comfort working in a remote, technology-driven environment, with reliable internet access and the ability to manage time effectively.
• Proficiency with customer support tools or CRM systems, and basic troubleshooting of web or mobile applications.
• Cultural awareness and interest in African languages, traditions, or edtech products is a strong advantage.
• Prior experience in customer-facing roles.
• Formal education in communications, languages, or related fields is beneficial but not required.