Head of Customer Experience & Insights

Ello
San Francisco
Workplace: OnsiteFull timeUSD 160,000 - 210,000 annuallyFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Communication","Writing","People management","Synthesis","Customer empathy"]

Own the end-to-end loop of what families tell Ello—support conversations, surveys, parent calls, session reviews, and kid playtests—and turn it into clear, prioritized insights that guide sprint planning. Run the research and synthesis cadence, manage customer insight operations across US and Kenya, and scale an early-access parent program. Lead a small team in Nairobi and partner closely with product and safety to ensure insights translate into action and feedback for families.

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Ello
Ello
2 days ago

Head of Customer Experience & Insights

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Last checked: 5 hours agoStatus: Live

Job Summary

Own the end-to-end loop of what families tell Ello—support conversations, surveys, parent calls, session reviews, and kid playtests—and turn it into clear, prioritized insights that guide sprint planning. Run the research and synthesis cadence, manage customer insight operations across US and Kenya, and scale an early-access parent program. Lead a small team in Nairobi and partner closely with product and safety to ensure insights translate into action and feedback for families.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Own how Ello learns from families across surveys, parent research calls, session reviews, and in-office/remote playtests, culminating in bi-weekly synthesis for product.
  • •Build and run the repeatable system behind the loop, including owners, cadences, tooling, and automation with responsible AI support.
  • •Run company rituals that keep feedback close to users, including weekly session review pools and listening parties.
  • •Own customer support in both markets over time and make it a source of insight rather than a queue to clear.
  • •Design and run the early-access parent program and manage user research and operations in Nairobi, partnering with growth and safety teams.

Pay and Benefits

Salary: USD 160,000 - 210,000 annually

Key Requirements

  • •Built and run an operational process that continued working after stepping away (e.g., support ops, research ops, or customer programs with a cadence).
  • •Spent substantial time with real customers (ideally parents/families) and can discuss them based on direct interaction, not just reports.
  • •Synthesized messy qualitative and quantitative inputs into decisions that changed what a team built.
  • •Managed people, including remotely and across cultures, and can give clear feedback and break vague asks into executable work.
  • •Uses AI hands-on and can show what they built with it and what didn’t work.
Experience:3+ years
Skills:CommunicationWritingPeople managementSynthesisCustomer empathy
Tech Stack:AISpeech recognitionIntercom

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Ello
Ello is an ad-free social network and online community focused on creators, artists, and designers, offering a platform to share visual work, connect with peers, and discover creative content without algorithmic feeds or advertising.
Industry: Influencer & Creator Economy
Company Size: Small (11 to 50 employees)
Growth: Established Company
Headquarters: Los Angeles, United States
Founded: 2014
Website