Company Description Superfan.ng (SPNG) is an edtech learning platform focused on African languages and culture. The platform uses a gamified, quiz-first approach to help users build deep knowledge of African proverbs, traditions, rites of passage, festivals, folklore, and customs.

Designed for Africans and the diaspora, Superfan.ng makes cultural learning engaging and accessible through interactive content and challenges. The team is committed to preserving and celebrating African heritage while creating modern learning experiences. Working at Superfan.ng offers the opportunity to contribute to culturally impactful education in a dynamic, mission-driven environment.

Role Description The Customer Support Specialist is a full-time remote role responsible for providing responsive, high-quality support to Superfan.ng users across various channels (email, chat, social, and in-app). Day-to-day tasks include answering user inquiries, resolving account and app-related issues, and guiding users through common troubleshooting steps.

The specialist will track and document support requests, escalate technical problems to the product and engineering teams, and follow up to ensure timely resolution. They will monitor user feedback, identify recurring issues,



and share insights that help improve product features and overall user experience. The role also involves maintaining a helpful knowledge base, contributing to FAQs, and representing the brand with clear, empathetic communication.

Qualifications

- Strong customer support and customer satisfaction skills, with a focus on resolving issues and building positive user relationships.
- Excellent interpersonal skills, including explicit written and verbal communication and the ability to interact with diverse users in a respectful, culturally aware manner.
- Technical support capabilities and analytical skills to diagnose user issues, interpret data or logs, and collaborate with technical teams on solutions.
- Comfort working in a remote, fast-paced environment, with strong time management, reliability, and attention to detail.
- Experience with support tools (e.g., help desk software, CRM, chat platforms) and basic proficiency in using mobile apps and web-based systems.
- Interest in African languages and cultures or prior experience in edtech or consumer apps is a plus.
- Relevant education or equivalent experience in customer service, communications, or a related field.

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