Senior Customer Service Agent

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 help learners explore African proverbs, traditions, rites of passage, festivals, folklore, and customs. Designed for Africans and the global diaspora, Superfan.ng aims to make language learning engaging, culturally rich, and accessible. Team members contribute to a mission-driven product that celebrates and preserves African heritage through interactive learning.
Role Description The Senior Customer Service Agent is a full-time remote role responsible for delivering high-quality support to Superfan.ng users across various channels (email, chat, social media, and in-app support). Day-to-day tasks include responding to user inquiries, resolving technical and account issues, guiding learners through platform features, and ensuring a smooth onboarding experience. The person in this role will track and document recurring user concerns, collaborate with product and engineering teams to improve features, and proactively identify opportunities to enhance the overall customer experience. The Senior Customer Service Agent will also mentor junior support staff, help develop support processes and knowledge base content, and monitor user feedback to maintain strong satisfaction and retention.
Qualifications
Strong customer-facing skills, including Customer Service and Customer Support capabilities.
Proven experience driving Customer Satisfaction and improving Customer Experience.
Background working with or leading Customer Service Representatives in a tech or digital product environment.
Excellent written and verbal communication skills, with clear, empathetic, and culturally sensitive interaction style.
Experience using help desk or CRM tools (e.g., Zendesk, Intercom, Freshdesk) and interpreting support metrics.
Ability to work independently in a remote setting, manage multiple priorities, and escalate issues appropriately.
Prior experience in edtech, mobile apps, or language-learning platforms is an advantage.
Familiarity with African languages or cultures and a strong interest in the Superfan.ng mission is highly beneficial.
Minimum of 3–5 years in customer service or support roles; leadership or senior-level experience preferred.

Work arrangement
Yes