Customer Service Manager

Company Description Superfan.ng is an edtech learning platform focused on African languages and cultural knowledge. The platform uses a gamified, quiz-first approach to test deep understanding of African proverbs, traditions, rites of passage, festivals, folklore, and customs. Designed for Africans and the global diaspora, Superfan.ng aims to make learning engaging, accessible, and culturally relevant. The team is committed to preserving and celebrating African heritage through interactive, modern learning experiences.
Role Description The Customer Service Manager is a full-time, remote role responsible for leading and improving all customer support operations at Superfan.ng. In this role, the manager oversees customer service representatives, sets performance standards, and ensures timely, high-quality responses to inquiries across email, chat, and social channels. Day-to-day tasks include monitoring support tickets, resolving escalated issues, analyzing customer feedback, and implementing strategies to improve satisfaction and retention. The manager will develop and refine customer service processes, create knowledge base content, and collaborate with product and marketing teams to address user pain points and enhance the overall experience. This role also involves tracking key service metrics, preparing reports, and driving continuous improvement in service delivery.
Qualifications
Demonstrated experience in Customer Service Management and leading Customer Support teams.
Proven track record in improving Customer Satisfaction through process optimization and service quality initiatives.
Strong Communication skills, including clear written and verbal communication with diverse audiences.
Solid Analytical Skills with the ability to interpret data, identify trends, and propose actionable solutions.
Experience using customer support tools (e.g., helpdesk software, CRM systems) and documenting procedures.
Ability to work independently in a remote environment, manage multiple priorities, and meet deadlines.
Background in edtech, consumer apps, or culturally focused products is an advantage.
Bachelor’s degree or equivalent experience in business, communications, management, or a related field.

Work arrangement
Yes