Customer Support Manager Full Time NEW

Company Description

Superfan is an edtech platform dedicated to promoting the learning and appreciation of African languages and cultures. Through a gamified, quiz-first app, Superfan immerses users in the rich knowledge of African proverbs, traditions, rites of passage, festivals, folklore, and customs. Designed for Africans and the global diaspora, Superfan combines education and entertainment to foster deep cultural connections. Our mission is to celebrate and preserve African heritage while making learning interactive and engaging.

Role Description

This is a full-time remote role for a Customer Support Manager. The Customer Support Manager will oversee customer service operations, ensuring customer satisfaction and timely resolution of inquiries. Daily responsibilities include managing customer support processes, troubleshooting technical issues, providing guidance to support representatives, and analyzing customer feedback to drive improvements. Success in this role requires a customer-first mindset, excellent communication skills, and a proactive approach to problem-solving.

Qualifications

• Strong skills in Customer Support, Customer Service, and ensuring Customer Satisfaction
• Experience with Technical Support and resolving product-related challenges
• Well-developed Analytical Skills for identifying trends in customer feedback and optimizing support processes
• Proficiency in managing support teams and workflows is a plus
• Exceptional organizational and communication skills
• Ability to work independently and as part of a remote team
• Familiarity with edtech platforms or cultural heritage content is an advantage
• Bachelor’s degree in Business, Communications, or a related field is preferred