Head of Customer Experience

Kizunaedgetalenthub; San Francisco (CA); Hybrid; USD 140,000 - 210,000; Full time

Job summary

Ello is hiring to own the full feedback-to-product loop, turning family input from support, surveys, calls, and playtests into prioritized product work. You will manage a small Nairobi team and work with our Kenya Growth Lead and Rwanda partners to expand insights across markets.

You’ll collaborate with our product team, safety reviewers, and executives to ensure user voices shape weekly sprints. This is a hands-on, writing‑heavy operational role that combines research, support, and product

Qualifications

• Built and ran an operational process with ongoing cadence and ownership.
• Extensive experience engaging with customers, especially families or parents.
• Able to turn qualitative and quantitative input into actionable decisions.

Responsibilities

• Own the end-to-end loop from family feedback to sprint planning.
• Build repeatable systems for feedback capture, ownership, cadences, and tooling.
• Run weekly rituals that keep the company aligned with users in multiple markets.

Skills

Operational process design

Customer interviews

Synthesis and decision making

Remote people management

AI tooling usage

Clear writing

Tools

Intercom

Survey tools

Product analytics

Job description

Our mission at Ello is simple and urgent: maximize the potential of every child, everywhere. We’re building the world’s first AI teacher to close that gap: one that listens, speaks, adapts, and inspires, just like the best human educators.

Our first product, Read with Ello, is already helping tens of thousands of kids each week learn to read. It listens as they read aloud, offers support when they stumble, and generates magical, personalized stories. It works, and kids love it.

Now, we’re scaling that success into something even bigger: a complete AI teacher that can help children learn far beyond reading. Our new app combines language, speech, and memory to deliver interactive learning for kids worldwide; check it out here. We’re moving fast: we ship weekly, test directly with kids, and push the boundaries of what’s possible with AI in education.

With the resources of the world’s top investors and the heart of a public benefit corporation, we’re here to revolutionize how children learn globally. Featured on TIME’s Best Inventions and Fortune’s Change the World, Ello is a small, mission-driven team taking on one of the most important challenges of our time: to democratize education.

About the Role

Every day, families tell us what’s working and what isn’t. A parent writes in because the stories are too easy for her daughter. A six-year-old in a playtest ignores the character and asks for a dinosaur. A survey comes back from Nairobi with a pattern we didn’t expect. A support conversation quietly reveals that our speech recognition is missing a whole group of kids. Right now, that signal lives in nine different tools and reaches the product team because a few people carry it there by hand.

We’re hiring someone to own that whole loop. You’ll build and run the system that takes everything families tell us, through support, surveys, parent calls, session reviews, playtests, and our safety team, and turns it into a clear, prioritized read that changes what we build. And you’ll own the other direction too: when a family tells us something and we act on it, they hear back.

This is not a support lead role, and it’s not a research role that ends with a report. Support is one of the richest inputs we have, and you’ll own it. Research is a big part of the week, and you’ll run it. But the job is the machine in between: making sure what families tell us actually lands in sprint planning, on a rhythm, without heroics.

You’ll report to our co-founder and Chief Experience Officer, Dr. Elizabeth Adams, who owns how Ello listens to families at the exec level, and you’ll work as closely with our product team as with anyone in the company. You’ll manage a small team in Nairobi from day one, work alongside our Kenya Growth Lead, and help us learn how to understand families in Rwanda as we roll out there.

What You’ll Do

• Own how Ello learns from families: the survey program in the US and Kenya, parent research calls, session reviews, in-office and remote playtests with kids, and the bi-weekly synthesis that goes to product
• Build the system that makes all of that repeatable through launch and beyond: clear owners, cadences, tooling, and automation, with AI doing as much of the heavy lifting as it responsibly can
• Run the rituals that keep the whole company close to users: the weekly session review pool, listening parties in San Francisco and Nairobi, and real parent and kid moments in every all-hands
• Own customer support in both markets over time, and make it a source of insight rather than a queue to clear
• Design and run our early-access parent program: the families who get new features first, tell us what they think, and hear back when we act on it
• Manage our user research and operations team in Nairobi, and work with our Kenya Growth Lead and Rwanda partners to understand families in each market on their own terms
• Partner with our safety team so that support is a reliable first line on safety‑adjacent issues, and so the product insight our safety reviewers see every day reaches the people building the product
• Grow a small, AI‑native team as the work outgrows the people we have

Key Requirements

• You’ve built and run an operational process that kept working after you stepped away: research ops, support ops, a customer program with a real cadence. You can tell us what it did and what broke.
• You’ve spent a lot of time with actual customers, ideally parents or families, and it shows in how you talk about them. Interviews, support, research, community. Not just the reports.
• You’ve turned messy qualitative and quantitative input into a decision someone else made. You can point to a time your synthesis changed what a team built.
• You’ve managed people, including remotely and across cultures. You give clear feedback and can break a vague question into work someone can run on their own from another time zone.
• You use AI seriously in your own work, hands‑on rather than overseeing others, and can show us something you’ve built with it and what it got wrong.
• You write well. Most of this job is writing things other people will act on.
• You’re comfortable in a room with a five‑year‑old and their parent, and you don’t get thrown when the kid ignores the script.

Nice to Have

• Background in child development, education, or edtech, or consumer products where the person paying isn’t the person using it
• Experience in emerging markets, especially East Africa, or on a team split across continents
• Experience with support tooling (Intercom or similar), survey and research tools, and product analytics
• You’ve stood up a community, ambassador, or early‑access program
• Exposure to trust and safety or child safety operations

We look for candidates who

• Notice the person on the other end. A ticket is a parent telling us something about whether their kid is learning, and you hear it that way.
• Say “I don’t know yet” when that’s the honest answer, and then go find out with the right method.
• Would rather build the thing that runs every week than do the thing once and do it brilliantly.
• Can work with a strong product partner without either of you ending up with a private version of the truth about our users.
• Move fast. We ship weekly, and the people who like it here would rather put something in front of a real family this week than perfect it next month.
• Want this to matter. We’re trying to give every child a teacher of their own, and the rest of this job only matters because of that.

Reasons to join us

• Build the function that decides how a company listens to its users, while it’s still being decided. Nobody has owned this end to end at Ello yet, so you won’t be inheriting anyone else’s system.
• Spend your days with real kids and real parents in two very different markets, and see what you learn from them show up in the product within weeks.
• Work at the front of what AI can currently do, in what we build and in how we run the company. The way you work here will keep changing as fast as what we ship.
• Ello is free across the developing world, and it’s fully funded. Very few companies get to build a real business and give the same product away to the children who need it most.

About Ello

Ello is a public benefit corporation on a mission to maximize the potential of all children. We’re currently around ~50 people, headquartered in San Francisco with a second office in Nairobi, Kenya.

Our team has deep expertise in artificial intelligence, K‑12 education, and child development across institutions such as Stanford, Berkeley, Google, Apple, and more. We were part of Y Combinator’s W20 batch and are funded by world‑class investors including Goodwater Capital, Homebrew, Reed Hastings, Common Sense Growth, Ravensburger, Project A Ventures, Reach Capital, Khosla Ventures, WndrCo, Visible Ventures, and K9 Ventures.

We’re a small, collaborative team that takes each other’s voices very seriously. Because our mission is to support all children, it is critical that our team is representative of the communities we work in; we place significant emphasis on ensuring diversity in our team and inclusion in our culture. If you have questions about immigration, reach out to us at [e-mail].

We feel enormously privileged to be building at this moment. Advances in AI have made it possible, for the first time, to imagine giving every child a truly personalized teacher. We don’t take that opportunity for granted.

We work with urgency because millions of children can’t wait. We care deeply about craftsmanship because learning experiences should feel magical. And we believe it’s possible to build ambitious technology while building a company where people do the best work of their careers.