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