Customer Service Associate

About the Role

Superfan.ng is an edtech learning platform dedicated to African languages and cultural knowledge. This is a full-time remote role for a Customer Service Associate.

Key Responsibilities

• Respond to user inquiries via email, chat, and phone, providing clear, friendly, and timely support.
• Resolve account and app usage issues.
• Guide users through platform features.
• Document and escalate technical problems.
• Track recurring user feedback.
• Support customer onboarding.
• Maintain accurate records in support tools.
• Collaborate with product and operations teams to improve the overall customer experience.

Requirements & Tech Stack

• Customer Service and Customer Experience skills, with a focus on empathy and clear communication.
• Ability to deliver effective support and maintain high Customer Satisfaction, including experience in Customer Support processes.
• Professional Phone Etiquette and comfort handling calls, chats, and emails in a calm and respectful manner.
• Excellent written and verbal communication skills in en_US.
• Good problem-solving skills.
• Ability to learn new digital tools and platforms quickly.
• Ability to work remotely.
• Ability to manage time effectively.
• Ability to collaborate across different time zones.

Qualifications

• Additional African languages are a plus.
• Experience in tech support, edtech, or community-focused platforms is beneficial.
• Relevant experience in customer-facing roles.
• Post-secondary education or equivalent practical experience is advantageous.