Head of Customer Experience

📋 Description

• Own how Ello learns from families: the survey program in the US and Kenya, parent research calls
• Build the system that makes all of that repeatable through launch and beyond: clear owners
• Run the rituals that keep the whole company close to users: the weekly session review pool
• Own customer support in both markets over time, and make it a source of insight rather than a queue
• Design and run our early-access parent program: the families who get new features first, tell us
• Manage our user research and operations team in Nairobi, and work with our Kenya Growth Lead and

🎯 Requirements

• You've built and run an operational process that kept working after you stepped away: research ops
• You've spent a lot of time with actual customers, ideally parents or families, and it shows in how
• You've turned messy qualitative and quantitative input into a decision someone else made. You can
• You've managed people, including remotely and across cultures. You give clear feedback and can
• You use AI seriously in your own work, and can show us something you've built with it and what it
• You write well. Most of this job is writing things other people will act on.

🎁 Benefits

• Build the function that decides how a company listens to its users, while it's still being decided.
• Spend your days with real kids and real parents in two very different markets, and see what you
• Work at the front of what AI can currently do, in what we build and in how we run the company. The
• Ello is free across the developing world and fully funded. Work for a company that seeks to give