Website:
superfan.ng
Job details:
Company Description Superfan.ng is an edtech learning platform dedicated to 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 diaspora, Superfan.ng makes learning engaging and interactive while preserving cultural heritage. Team members contribute to building an accessible, culturally rich learning experience for users across the globe.
Role Description This is a full-time remote role for a Customer Service Associate. The Customer Service Associate will respond to user inquiries via email, chat, and phone, providing clear, friendly, and timely support. Day-to-day responsibilities include resolving account and app usage issues, guiding users through features, documenting and escalating technical problems, and tracking recurring user feedback. The role also involves supporting customer onboarding, maintaining accurate records in support tools, and collaborating with product and operations teams to improve the overall customer experience. The ideal candidate is attentive, organized, and comfortable working independently in a distributed team environment.
Qualifications
- Strong customer-facing skills, including Customer Service and Customer Experience, with a focus on empathy and clear communication.
- Ability to deliver effective support and maintain high Customer Satisfaction, including experience in Customer Support processes.
- Professional Phone Etiquette and comfort handling calls, chats, and emails in a calm and respectful manner.
- Excellent written and verbal communication skills in en_US; additional African languages are a plus.
- Good problem-solving skills and the ability to learn new digital tools and platforms quickly.
- Experience in tech support, edtech, or community-focused platforms is beneficial.
- Ability to work remotely, manage time effectively, and collaborate across different time zones.
- Relevant experience in customer-facing roles; post-secondary education or equivalent practical experience is advantageous.
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