Senior Customer Service Specialist

About the Role

We are seeking a Senior Customer Service Specialist to provide high-quality remote support to our diverse global user base via email, chat, and phone. You will guide learners through platform features, troubleshoot app-related issues, and ensure exceptional customer experiences.

• Respond promptly to user inquiries across all communication channels.
• Troubleshoot technical issues related to the web or mobile application.
• Monitor, document recurring issues, and provide actionable feedback to product and engineering teams.
• Mentor junior support team members and contribute to internal best practices.
• Track user satisfaction metrics and identify opportunities for continuous improvement.

• Demonstrate professional phone etiquette, clear verbal communication, and concise written skills.
• Show proven ability to enhance customer experience through empathetic problem-solving.
• Excel in remote work environments with strong self-motivation and time management.
• Leverage familiarity with support tools (help desk software, CRM) for efficient case resolution.

You possess a minimum of 3–5 years in customer service or support roles. Experience in edtech or consumer apps is highly valued. While not mandatory, interest in African languages and traditions would be an advantage when working with our culturally diverse user base.