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LeadPart-timeRustGitAI
Salary Range
$108,375 - $146,625 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for our first dedicated support hire in Kenya to 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 but an opportunity to help set up how support operates locally from the ground up.
Key Responsibilities
- →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
Requirements
- ✓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
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