Company Description Superfan.ng (SPNG) is an edtech learning platform dedicated to African languages and cultural knowledge. The platform uses a gamified, quiz-first approach to explore African proverbs, traditions, rites of passage, festivals, folklore, and customs. Designed for Africans and the diaspora, SPNG helps learners engage deeply with heritage in a modern, interactive way.

The company focuses on creating accessible, enjoyable learning experiences that celebrate and preserve African cultures.

Role Description The Senior Customer Success Agent is a full time, remote role responsible for ensuring an exceptional experience for Superfan.ng learners and partners. Day-to-day tasks include responding to user inquiries, troubleshooting issues, and providing proactive guidance to help users get the most value from the platform. The role involves monitoring customer feedback, identifying patterns, and collaborating with product and operations teams to improve features and user journeys.

The Senior Customer Success

Agent will also design and optimize customer success processes, maintain support documentation, and mentor junior team members in delivering consistent, high-quality service.



This role requires a strong customer-focused mindset and the ability to work independently across time zones.

Qualifications

- Demonstrated ability to deliver strong Customer Service and Customer Support in a digital or SaaS environment.
- Proven track record in enhancing Customer Experience and driving Customer Satisfaction through proactive engagement.
- Excellent Communication skills, including clear written communication and confident, empathetic verbal interaction.
- Experience in customer success, account management, or support leadership, preferably in edtech or consumer apps.
- Strong problem-solving and analytical skills, with the ability to interpret user feedback and suggest improvements.
- Comfort working remotely, with reliable internet access and effective time management across multiple priorities.
- Familiarity with support tools (e.g., helpdesk software, CRM systems) and data-driven performance tracking.
- Knowledge of or interest in African languages and cultures is a plus.
- Bachelor’s degree or equivalent practical experience in a related field (e.g., communications, education, business).

📌 Senior Customer Success Agent (India)
🏢 Superfan Ng (SPNG)
📍 India