Senior Customer Service Manager

Company Description Superfan.ng (SPNG) is an edtech learning platform focused on African languages and cultural knowledge. The gamified, quiz-first app helps users deepen their understanding of African proverbs, traditions, rites of passage, festivals, folklore, and customs. Designed for Africans and the global diaspora, Superfan offers engaging, culturally grounded learning experiences. The team is passionate about preserving and promoting African heritage through accessible, modern digital tools.
Role Description The Senior Customer Service Manager is a full-time, remote role responsible for leading SPNG’s customer service function and ensuring an excellent user experience. This role oversees daily customer support operations, including managing support queues, setting service standards, and supervising support team members. The manager will monitor customer satisfaction metrics, analyze support trends, and implement improvements to processes, tools, and policies. They will collaborate closely with product, content, and marketing teams to relay user feedback, resolve complex issues, and drive service enhancements. The role also involves developing training materials, coaching team members, and creating reporting dashboards to maintain high-quality, consistent customer interactions across channels.
Qualifications
Strong experience in Customer Service Management, with proven ability to lead Customer Support teams and drive Customer Satisfaction.
Excellent Communication skills, including clear written and verbal communication and the ability to interact professionally with diverse users and internal stakeholders.
Solid Analytical Skills to interpret customer data, track service performance, identify patterns, and recommend actionable improvements.
Background in designing or optimizing customer service processes, including ticketing workflows, knowledge bases, and escalation procedures.
Experience working in a digital product or app environment; edtech or consumer technology experience is a plus.
Demonstrated leadership capabilities, including coaching, mentoring, and performance management for service teams.
Comfort working remotely, with strong organizational skills, reliability, and the ability to manage time and priorities independently.
Bachelor’s degree in Business, Communications, Management, or a related field, or equivalent practical experience.
Cultural curiosity and interest in African languages and traditions; prior experience serving African or diaspora communities is an advantage.

Work arrangement
No