Customer Support & Automation Lead
Posted:
Company Details
Name:Ello
Industry:
Education Management
Website:
https://www.ello.com/
Description:
Ello is your child’s read-along companion who listens, teaches, and transforms them into an enthusiastic reader. For Kindergarten to 3rd Grade.
Job Details
Job Type:
Full Time
Workplace Type:
On-site
Qualification:
Diploma
Job Experience:
Mandatory
Job Location:
Nairobi County, Kenya
Closing Date:
Undisclosed
Salary:
Undisclosed
Other Pay:
Benefits
Job Category:
Customer Service
Job Description
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
379 open positions on Semasocial right now
· 7578 open positions in Nairobi County, Kenya
· 27 posted in the last 7 days
CV Job Description Matcher See how well your CV matches this job and get tips to improve your chances AI Tool
This tool helps you see how closely your CV matches a job description. It also gives you simple suggestions on what to improve so you have a better chance of getting shortlisted.
Beware of Fraudsters!
Never pay anyone for job applications, interview tests, or job interviews. A genuine employer will never ask you for payment under any circumstances.
Never pay anyone for job applications, interview tests, or job interviews. A genuine employer will never ask you for payment under any circumstances.
Disclaimer & TOS: We do not guarantee the authenticity of every single job posting and are not responsible for any fraudulent activity or misrepresentation by third parties. We are not involved in any stage of the interview or recruitment process and do not charge any fees from job seekers. For further details, please read the rest of the Terms of Service.