Customer Support Specialist

About the Role

The Customer Support Specialist is a full-time, remote role responsible for assisting users of the Superfan.ng platform and ensuring a smooth learning experience.

Key Responsibilities

• Respond to user inquiries via email, chat, and other support channels.
• Troubleshoot technical issues.
• Provide clear guidance on app features and functionality.
• Track and document support requests.
• Escalate complex technical problems to the appropriate team members.
• Follow up to ensure timely resolution of issues.
• Gather feedback on user experiences.
• Identify recurring issues.
• Collaborate with product and engineering teams to improve platform usability and customer satisfaction.
• Update support documentation.
• Maintain a knowledge base.
• Contribute to the continuous improvement of customer support processes.

Requirements & Tech Stack

• Comfort working remotely.
• Ability to manage time effectively.
• Experience using online collaboration and ticketing tools.
• Proficiency in English.

Qualifications

• Strong Customer Support skills, with a focus on Customer Satisfaction and a user-centered mindset.
• Excellent Interpersonal Skills, including clear communication, active listening, and empathy in diverse cultural contexts.
• Ability to provide Technical Support, including basic troubleshooting, issue replication, and clear documentation for technical teams.
• Solid Analytical Skills to interpret user feedback, identify patterns in support requests, and suggest data-informed improvements.
• Prior experience in a customer-facing or support role, preferably in tech, edtech, or app-based products.
• Familiarity with one or more African languages is a plus.
• Interest in African cultures, languages, and traditions, with a willingness to learn and engage with educational content.
• Minimum of a high school diploma.
• Additional education or training in communications, customer service, or IT support is beneficial.