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

Designed for Africans and the diaspora, SPNG aims to deepen cultural understanding through engaging, interactive learning experiences. The company combines technology, education, and entertainment to make learning accessible, enjoyable, and culturally relevant.

Role Description The Senior Customer Support Manager is a full-time, remote role responsible for leading and scaling SPNG’s customer support function. This role oversees the support team, designs processes and policies, and ensures high-quality, timely responses to user inquiries across multiple channels (email, chat, social, and in-app).

The Senior Customer Support

Manager will monitor service metrics, analyze user feedback, and implement improvements to drive customer satisfaction and retention. Day-to-day tasks include handling escalations, coordinating with product and engineering on technical issues, updating help center content, training support staff, and reporting on performance to leadership. The role also involves collaborating with cross-functional teams to advocate for users,



inform product decisions, and maintain a user-centric support culture.

Qualifications

- Customer-facing expertise, including robust Customer Support, Customer Service, and Customer Satisfaction skills.
- Analytical Skills to interpret support data, track key metrics, and identify trends and opportunities for improvement.
- Technical Support capabilities to understand app functionality, troubleshoot common issues, and collaborate effectively with product and engineering teams.
- Demonstrated experience leading or managing a customer support team, preferably in a tech or edtech environment.
- Excellent written and verbal communication skills, with the ability to support diverse user communities across regions and time zones.
- Proven ability to design and optimize support workflows, knowledge bases, and escalation processes.
- Comfort with remote work, including strong organizational skills, self-management, and proficiency with digital collaboration and support tools.
- Experience working with or interest in African languages and cultures is highly beneficial.
- Relevant educational background or equivalent professional experience in customer support, operations, or related fields.

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