Company Description Superfan.ng (SPNG) is an edtech learning platform focused on African languages and cultural knowledge. The platform uses a gamified, quiz-first experience to engage learners with African proverbs, traditions, rites of passage, festivals, folklore, and customs.

Designed for Africans and the diaspora, Superfan enables users to deepen their understanding of cultural heritage in an interactive and enjoyable way. The team is mission-driven, working to preserve and celebrate African cultures through accessible, technology-enabled learning.

Role Description The Customer Success Representative is a full-time remote role responsible for supporting learners and partners using the Superfan platform. In this role, you will respond to user inquiries across email, chat, and social channels, troubleshoot basic technical issues, and guide users through app features to help them get the most value from the platform.

You will monitor user feedback, identify patterns in user challenges, and share insights with product and content teams to improve the learning experience. Day-to-day tasks include resolving support tickets, maintaining clear documentation of user interactions, and contributing to help center articles and FAQs. You will also proactively engage with users to encourage retention,



gather feedback on new features, and promote a positive, culturally respectful community experience.

Qualifications

- Strong customer-facing skills, including Customer Service and Customer Support, with experience handling inquiries in a calm and solution-oriented manner.
- Ability to drive Customer Satisfaction and enhance Customer Experience by listening actively, understanding user needs, and following through on resolutions.
- Excellent Communication skills (written and verbal) with the ability to explain technical and product information clearly to diverse audiences.
- Comfort with remote work tools, ticketing systems, and basic troubleshooting in web and mobile app environments.
- Interest in or familiarity with African languages and cultures, and willingness to learn more about Superfan’s content and mission.
- Strong organizational skills, attention to detail, and the ability to manage multiple conversations and tasks in a fast-paced setting.
- Prior experience in customer success, support, or community management for a tech or edtech product is preferred.
- Reliable internet connection and the ability to work collaboratively with a distributed team across time zones.

📌 Customer Success Representative (India)
🏢 Superfan Ng (SPNG)
📍 India