Customer Support & Automation Lead at Ello

You will:

• 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

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