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

Designed for Africans and the diaspora, Superfan promotes engagement and retention through interactive and culturally rich content. Team members contribute to a mission-driven product that supports language preservation and cultural education across diverse communities.

Role Description The Customer Support Manager is a full-time, remote role responsible for overseeing all customer support operations for Superfan.ng. This role involves managing support channels, responding to user inquiries, resolving technical issues, and ensuring a positive, consistent experience for learners and partners.

The Customer Support

Manager will develop support processes, track performance metrics, and use data-driven insights to improve customer satisfaction. Daily activities include coordinating with product and engineering teams, documenting common issues, training support staff, and maintaining clear communication with users.



The person in this role will also identify opportunities to enhance the platform’s usability based on feedback and support trends.

Qualifications

- Solid foundation in Customer Support and Customer Service, with experience managing or leading support teams.
- Demonstrated ability to drive Customer Satisfaction through empathetic communication, issue resolution, and service quality.
- Solid Analytical Skills for tracking support metrics, identifying patterns, and recommending improvements.
- Experience providing Technical Support for web or mobile applications, including troubleshooting user issues.
- Excellent written and verbal communication skills in English; additional African languages are an advantage.
- Experience with helpdesk or ticketing tools (e.g., Zendesk, Freshdesk, Intercom) and CRM systems.
- Proven ability to work independently in a remote environment and collaborate effectively across distributed teams.
- Prior experience in edtech, consumer apps, or community-focused digital platforms is beneficial.
- Bachelor’s degree in a relevant field or equivalent practical experience in customer support leadership.

📌 Customer Support Manager (India)
🏢 Superfan Ng (SPNG)
📍 India