Senior Customer Service Specialist

Company Description Superfan.ng is an edtech learning platform focused on African languages and cultural knowledge. The platform offers a gamified, quiz-first app that helps learners explore African proverbs, traditions, rites of passage, festivals, folklore, and customs. Designed for Africans and the diaspora, Superfan.ng makes learning engaging through interactive challenges and deep cultural insights. Team members contribute to a mission-driven product that preserves and celebrates African heritage in a modern, accessible format.
Role Description The Senior Customer Service Specialist is a full-time, remote role responsible for delivering high-quality support to Superfan.ng users across various channels, including email, chat, and phone. This role involves responding to user inquiries, troubleshooting app-related issues, and guiding learners through platform features to improve their overall experience. The specialist will monitor and document recurring issues, provide feedback to product and engineering teams, and help refine support processes and knowledge bases. Day-to-day tasks include managing ticket queues, escalating complex cases when needed, tracking user satisfaction metrics, and identifying opportunities to enhance customer experience for a diverse, global user base. The role also includes mentoring junior support team members and contributing to best practices for customer service within the organization.
Qualifications
Strong Customer Support and Customer Service skills, with experience handling inquiries via phone, email, and chat.
Proven ability to enhance Customer Satisfaction and Customer Experience through empathetic communication and effective problem-solving.
Professional Phone Etiquette and clear, concise written and verbal communication skills.
Experience in remote work environments, with strong time management, organization, and self-motivation.
Familiarity with support tools (e.g., help desk software, CRM systems) and basic troubleshooting of web or mobile applications.
Ability to work with culturally diverse users, preferably with interest in or exposure to African languages and traditions.
Minimum of 3–5 years in customer service or support roles; experience in edtech or consumer apps is an advantage.
Relevant education or training in communications, customer relations, or a related field is beneficial.

Work arrangement
Yes