About the Role

This role will be our first dedicated support hire in Kenya, and will build the foundations that ensure every family’s experience reflects Ello’s mission to maximize each child’s potential.

This is not a traditional customer service role. You won’t just respond to messages — you’ll help set up how support operates locally from the ground up.

You will:

• Provide warm, high-quality support via WhatsApp
• Surface product insights from real customer conversations
• Build and document clear support workflows and templates
• Use AI tools to improve speed, clarity, and consistency
• Spot repetitive work and propose automation solutions
• Continuously improve systems as support volume grows

We are looking for someone who genuinely cares about people and takes pride in clear, warm communication — and who also gets curious about how to make work smarter and more efficient.

This role is about building strong foundations for support in Nairobi while delivering excellent day-to-day service.

Required Qualifications

• Strong written communication skills with a warm, professional tone
• Demonstrated experience in customer support, community management, operations, or similar roles
• Experience turning customer feedback into structured recommendations for product or operational improvement
• Strong AI fluency and a demonstrated ability to apply AI tools to real operational workflows
• Strong fluency with digital tools and ability to quickly learn new platforms
• Experience handling ambiguity and helping define process where it doesn’t yet exist
• Ability to stay calm and solution-oriented when customers are frustrated
• High ownership and ability to work independently

Nice to Have

• Experience supporting consumer technology products
• Experience in edtech or working with families
• Experience setting up or improving support workflows (e.g., tagging systems, macros, SOPs)
• Experience suggesting or prototyping lightweight automations in support tools
• Experience using Intercom
• Startup experience

We look for candidates who

• Genuinely enjoy helping people and solving problems
• Communicate with empathy, clarity, and strong judgment
• See support conversations as a source of product learning, not just problem resolution
• Are highly digitally fluent and comfortable navigating modern tools
• Proactively use AI to improve speed, quality, and efficiency in their work
• Take initiative rather than waiting for detailed instructions
• Naturally look for smarter ways to handle repetitive work
• Are comfortable building structure where none exists yet
• Balance warmth with efficiency
• Care about quality and take pride in doing things well from the start

Reasons to join us

• Dive deep into the rapidly evolving world of AI and interactive learning
• Do meaningful work supporting child development
• Be part of a fast-growing and tight-knit team
• Help shape how customer support is built for a new product from the ground up

About Ello

Ello is a public benefit corporation on a mission to maximize the potential of all children. We’re currently around ~50 people, headquartered in San Francisco with another office in Nairobi, Kenya.

Our team has deep expertise in artificial intelligence, K-12 education, and child development across institutions such as Stanford, Berkeley, Google, Apple, and more. We were part of Y Combinator’s W20 batch and are funded by world-class investors, including Goodwater Capital, Homebrew, Reed Hastings, Common Sense Growth, Ravensburger, Project A Ventures, Reach Capital, Khosla Ventures, WndrCo, Visible Ventures, and K9 Ventures.

We’re a small, collaborative team that takes each other’s voices seriously. Because our mission is to support all children, our team must be representative of the communities we work in; we place significant emphasis on ensuring diversity in our team and inclusion in our culture.

We feel enormously privileged to be one of the few companies with the opportunity to take a shot at truly revolutionizing education with AI at this inflection point in technology. We don’t take it for granted, so we work urgently to turn that vision into reality. We want to create an environment where we can all be our best selves, use our strengths to take Ello forward, and develop our skills. We want to have fun while working hard to do impactful things we’re proud of – and we believe it’s possible to do both.

At Ello, diversity is a moral imperative and a competitive advantage. We do not discriminate based on race, religion, skin color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We plan and structure our interviews to assess skills and experience directly. If you need accommodations throughout the interview process,

• Provide warm, high-quality support via WhatsApp and email
• Surface product insights from real customer conversations
• Build and document clear support workflows and templates
• Use AI tools to improve speed, clarity, and consistency
• Spot repetitive work and propose automation solutions
• Continuously improve systems as support volume grows

• Strong written communication skills with a warm, professional tone
• Demonstrated experience in customer support, community management, operations, or similar roles
• Experience turning customer feedback into structured recommendations for product or operational improvement
• Strong AI fluency and a demonstrated ability to apply AI tools to real operational workflows
• Strong fluency with digital tools and ability to quickly learn new platforms
• Experience handling ambiguity and helping define process where it doesn’t yet exist
• Ability to stay calm and solution-oriented when customers are frustrated
• High ownership and ability to work independently

• Strong written communication skills with a warm, professional tone
• Demonstrated experience in customer support, community management, operations, or similar roles
• Experience turning customer feedback into structured recommendations for product or operational improvement
• Strong AI fluency and a demonstrated ability to apply AI tools to real operational workflows
• Strong fluency with digital tools and ability to quickly learn new platforms
• Experience handling ambiguity and helping define process where it doesn’t yet exist
• Ability to stay calm and solution-oriented when customers are frustrated
• High ownership and ability to work independently