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

Designed for both Africans and the diaspora, Superfan.ng creates engaging learning experiences that celebrate and preserve cultural heritage. Team members contribute to a product that blends technology, education, and culture to inspire curiosity and connection.

Role Description The Customer Service Specialist is a full-time remote role responsible for supporting learners and users of the Superfan.ng platform. In this role, the specialist will respond to customer inquiries via email, chat, and phone, provide clear guidance on using platform features, and resolve issues related to accounts, subscriptions, and app navigation.

The position involves monitoring and documenting customer feedback, escalating technical or complex concerns to the appropriate teams, and following up to ensure timely resolution. The specialist will help maintain a positive customer experience by offering courteous,



culturally sensitive communication and identifying opportunities to improve service processes and user satisfaction. This role also requires collaborating with product and operations teams to share insights from customer interactions and support platform enhancements.

Qualifications

- Solid customer-facing skills, including Customer Support, Customer Service, and Customer Experience abilities.
- Demonstrated focus on Customer Satisfaction, with a track record of resolving issues and improving user outcomes.
- Professional communication skills, including clear written and verbal communication and excellent Phone Etiquette.
- Comfort working remotely, with reliable internet access, strong time management, and the ability to work independently and in distributed teams.
- Experience using customer support tools or ticketing systems (e.g., Zendesk, Intercom, or similar) is beneficial.
- Interest in or familiarity with African languages and cultures is an advantage.
- Previous experience in customer support or service roles within tech, edtech, or app-based products is preferred.
- Relevant educational background or training in communication, customer relations, or related fields is helpful but not strictly required.

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