Senior Customer Service Representative

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 engage learners with African proverbs, traditions, rites of passage, festivals, folklore, and customs. Designed for Africans and the diaspora, Superfan.ng helps users deepen their cultural understanding in an interactive and accessible way. The team is committed to building high-quality learning experiences that celebrate and preserve African heritage.
Role Description The Senior Customer Service Representative is a full-time, remote role responsible for delivering high-quality support to Superfan.ng users across multiple channels. This role involves responding to inquiries, resolving issues, and guiding users through app features to ensure a smooth learning experience. The Senior Customer Service Representative will monitor user feedback, identify patterns in issues, and collaborate with product and operations teams to improve the customer journey. Daily responsibilities include managing support tickets, maintaining knowledge base content, tracking satisfaction metrics, and mentoring junior customer service team members. The role also requires proactive communication, clear documentation of cases, and continuous improvement of support processes.
Qualifications
Strong customer-facing experience, including Customer Service Representatives and Customer Service skills.
Proven ability in Customer Support, handling inquiries, troubleshooting issues, and managing support channels.
Demonstrated focus on Customer Satisfaction, including follow-up, feedback management, and service recovery.
Experience enhancing Customer Experience through process improvements and user-centric communication.
Excellent written and verbal communication skills in English; additional African languages are an advantage.
Comfortable working remotely with reliable internet access and strong time management skills.
Prior experience in SaaS, edtech, or mobile app support is preferred.
Ability to use CRM or helpdesk tools (e.g., Zendesk, Freshdesk, Intercom) and basic data reporting tools.
Minimum of 3–5 years in customer service or support roles; leadership or mentoring experience is a plus.

Work arrangement
Yes