Customer Success Support

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 help learners explore African proverbs, traditions, rites of passage, festivals, folklore, and customs. Designed for Africans and the diaspora, Superfan.ng aims to make cultural learning engaging and accessible. The company focuses on combining technology, education, and entertainment to deepen users connection with African heritage. Role Description The Customer Success Support role at Superfan.ng is a full-time remote position focused on providing an excellent experience for learners and partners. Day-to-day responsibilities include responding to customer inquiries via email, chat, and social channels, resolving issues quickly, and ensuring users can effectively navigate and benefit from the platform. The role involves tracking and documenting common user challenges, escalating technical issues, and collaborating with product and content teams to improve features and learning journeys. The Customer Success Support specialist will gather feedback, analyze usage patterns, and proactively reach out to users to support engagement and satisfaction. This role also includes maintaining clear communication, updating help resources, and contributing to a customer-centric culture. Qualifications Customer-facing skills: ability to deliver high levels of Customer Satisfaction, provide empathetic Customer Service, and manage Customer Support interactions.Communication skills: strong written and verbal Communication skills to explain solutions clearly and interact with diverse user groups.Analytical skills: solid Analytical Skills to interpret user feedback, identify trends, and recommend improvements to processes and user experience.Organizational and technical skills: ability to manage multiple support tickets, use support tools or CRMs, and follow structured workflows.Experience and education: prior experience in a support, customer success, or service role (ideally in tech, edtech, or gaming), and relevant post-secondary education or equivalent practical experience.Personal qualities: detail-oriented, resourceful, able to work independently in a remote environment, with a strong interest in African languages, culture, or education. .