Superb Novas Technology Limited is recruiting an Online Operations Officer to join its team in Kigali, Rwanda. The company is looking for a qualified and analytical candidate with an IT-related educational background, strong communication skills, and an interest in customer support and online product operations.
This opportunity is suitable for candidates who can work in shifts, assist customer support teams, monitor product performance, and help resolve customer inquiries through digital communication channels.
About Superb Novas Technology Limited
Superb Novas Technology Limited is an IT and marketing company founded in 2022 by private investors and a management team with experience in managing companies in emerging markets and international technology.
The company provides services in computer programming, software publishing, wired and wireless telecommunications, IT consultancy, computer facilities management, data processing, hosting, and other information technology and information services.
Main Responsibilities
The Online Operations Officer will support product operations and customer service activities. Key responsibilities include the following:
1. Product Knowledge and Customer Support
- Develop strong knowledge of the company’s products and services.
- Provide Level 2 support to the customer support team.
- Respond to and resolve customer inquiries through instant messaging, ticketing systems, and email.
- Help the customer support team handle customer issues quickly and effectively.
- Share customer feedback with the relevant team in real time.
2. Product Performance Monitoring and Reporting
- Analyze product performance and prepare reports.
- Conduct daily and weekly product performance reviews.
- Monitor product operations and identify important technical issues.
- Report technical problems promptly to support necessary upgrades.
3. Customer Monitoring and Issue Escalation
- Monitor customer status in real time.
- Identify unusual customer activity and flag cases requiring attention.
- Escalate issues to the appropriate team for further handling.
- Provide accurate and timely suggestions to users.
4. Customer Experience Improvement
- Deliver proactive, high-quality customer support.
- Contribute to improved customer satisfaction.
- Work collaboratively with other team members to improve the customer service experience.
Qualifications and Requirements
Applicants should meet the following requirements:
- A bachelor’s degree in an IT-related field.
- Ability to work 24-hour shift arrangements from Monday to Sunday.
- Practical experience using tools such as Slack, Microsoft Teams, Skype, Excel, ticketing systems, or relevant customer relationship management (CRM) systems.
- Excellent logical and analytical skills, with attention to detail.
- Strong written and reading communication skills.
- Independent thinking, sound judgment, and decision-making ability.
- Ability to work effectively as part of a team.
- A strong interest in or knowledge of sports betting.
Previous customer service experience is highly desirable but is not mandatory.
Application Requirements
Interested candidates must prepare the following documents:
- Application letter.
- Curriculum vitae (CV) showing relevant work experience.
- Copies of academic documents.
- Academic transcript.
- Copy of the national identity card.
Important: All required documents must be combined into one document before submission.
How to Apply
Qualified applicants should send their complete application to:
Email: hr@superbnovas.com
Email subject: Online Operations Officer
Application deadline: 20 November 2026.
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