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Ello is building the world's first AI teacher to help children learn globally. You'll own the complete customer experience function—the system that captures feedback from families through support, surveys, parent calls, session reviews, playtests, and safety reviews, synthesizes it into actionable insights, and ensures those insights drive product decisions on a regular cadence.
This is not a support-only or research-only role. You'll build and run the operational machine that connects family feedback to sprint planning without heroics. You'll own the survey program in the US and Kenya, parent research calls, session reviews, in-office and remote playtests with kids, and the bi-weekly synthesis that reaches product leadership. You'll design and run the early-access parent program, manage the user research and operations team in Nairobi, and work with the Kenya Growth Lead and Rwanda partners to understand families in each market on their own terms.
You'll also own customer support in both markets over time, turning it into a source of insight rather than a queue to clear. You'll run rituals that keep the whole company close to users: weekly session review pools, listening parties in San Francisco and Nairobi, and real parent and kid moments in every all-hands. You'll partner with the safety team to ensure support is a reliable first line on safety-adjacent issues and that product insights from safety reviewers reach the building team.
You'll report to Dr. Elizabeth Adams, the co-founder and Chief Experience Officer, and work closely with the product team. You'll manage a small team in Nairobi from day one and help the company learn how to understand families as it rolls out to Rwanda.
Ello is a Series A public benefit corporation, ~50 people, headquartered in San Francisco with an office in Nairobi. The team includes alumni from Stanford, Berkeley, Google, and Apple. Funded by Goodwater Capital, Homebrew, Reed Hastings, Khosla Ventures, and others. Featured on TIME's Best Inventions and Fortune's Change the World.
KEY REQUIREMENTS:
- You've built and run an operational process that kept working after you stepped away: research ops, support ops, a customer program with a real cadence. You can articulate what it did and what broke.
- You've spent significant time with actual customers, ideally parents or families, through interviews, support, research, or community work—not just reports.
- You've turned messy qualitative and quantitative input into a decision someone else made. You can point to a time your synthesis changed what a team built.
- You've managed people, including remotely and across cultures. You give clear feedback and can break vague questions into work someone can run independently from another time zone.
- You use AI seriously in your own work, hands-on rather than overseeing others. You can show something you've built with it and what it got wrong.
- You write well. Most of this job is writing things other people will act on.
- You're comfortable in a room with a five-year-old and their parent, and you don't get thrown when the kid ignores the script.
NICE TO HAVE:
- Background in child development, education, edtech, or consumer products where the person paying isn't the person using it.
- Experience in emerging markets, especially East Africa, or on a team split across continents.
- Experience with support tooling (Intercom or similar), survey and research tools, and product analytics.
- You've stood up a community, ambassador, or early-access program.
- Exposure to trust and safety or child safety operations.
