Senior Customer Service Specialist

Company Description Superfan.ng (SPNG) is an edtech learning platform focused on African languages and culture. The product is a gamified, quiz-first app that tests deep knowledge of African proverbs, traditions, rites of passage, festivals, folklore, and customs. Designed for Africans and the global diaspora, Superfan aims to make cultural learning engaging, accessible, and fun. Team members help build a product that celebrates cultural heritage while supporting meaningful learning experiences.
Role Description The Senior Customer Service Specialist is a full-time, remote role responsible for delivering a high-quality support experience to Superfan.ng users across channels such as email, chat, and phone. This role manages complex customer inquiries, resolves issues efficiently, and ensures users feel supported while navigating the app and its learning content. The specialist will monitor support queues, document and track cases, escalate technical or product-related issues when necessary, and provide feedback to product and content teams based on recurring user concerns. Daily responsibilities include maintaining accurate records of interactions, identifying opportunities to improve customer experience, mentoring junior support team members, and contributing to the development of customer service processes and best practices. The Senior Customer Service Specialist will collaborate closely with cross-functional teams to ensure that user insights inform product improvements and service enhancements.
Qualifications
Strong Customer Support and Customer Service skills, with experience handling complex or escalated user issues.
Ability to drive Customer Satisfaction and enhance Customer Experience through empathetic, solutions-focused communication.
Professional Phone Etiquette and clear written communication skills for email and chat support.
Background in leading or mentoring support teams, including coaching on best practices and performance improvement.
Experience using customer support tools or ticketing systems (e.g., Zendesk, Intercom, Freshdesk) and basic CRM platforms.
Proven problem-solving skills, attention to detail, and the ability to work independently in a remote environment.
Familiarity with or interest in African languages and cultures is highly beneficial.
Bachelor’s degree or equivalent experience in customer service, communications, or a related field.

Work arrangement
No