Company Description Superfan.ng is an edtech learning platform focused on African languages and culture, designed for learners across the continent and the diaspora. The platform uses a gamified, quiz-first approach to test and deepen knowledge of African proverbs, traditions, rites of passage, festivals, folklore, and customs. By combining engaging gameplay with culturally rich content, Superfan.ng helps users stay connected to their heritage while building language and cultural fluency.

The team is mission-driven, working to make African cultural education accessible, interactive, and fun for a global audience.

Role Description The Customer Service Manager is a full-time, remote role responsible for leading customer support operations and ensuring high levels of user satisfaction. This role oversees the customer support team, sets service standards, and manages workflows for inquiries, issue resolution, and feedback collection. Day-to-day tasks include monitoring support channels, analyzing service metrics, implementing process improvements, and developing guidelines that align with Superfan.ng’s brand and values.

The Customer Service

Manager will collaborate with product, content, and marketing teams to relay user insights, address recurring issues, and help shape a user-centered experience.



This role also involves training and coaching support staff, handling escalated cases, and maintaining clear, empathetic communication with learners and partners.

Qualifications

- Candidates should possess solid Customer Service Management and Customer Support skills, including experience leading support teams and handling escalations.
- Candidates should possess a focus on Customer Satisfaction, with a track record of improving service quality and user experience.
- Candidates should possess excellent Communication skills, both written and verbal, to engage effectively with users and cross-functional teams.
- Candidates should possess solid Analytical Skills to interpret support metrics, identify trends, and make data-informed decisions.
- Experience with customer support software or CRM tools, and familiarity with remote collaboration platforms.
- Proven ability to work independently in a remote environment, prioritize tasks, and manage multiple stakeholders.
- Demonstrated interest in edtech, language learning, or African cultures is highly beneficial.
- Bachelor’s degree in a relevant field or equivalent professional experience in customer service leadership.

📌 Customer Service Manager (India)
🏢 Superfan NG
📍 India