[Hiring] Project Coordinator - Community Experience @Welo Global

Role Description

The Project Coordinator - Community Experience at Welo Data supports the daily health and effectiveness of our AI Data rating community. You will be the first line for rater support, ensuring timely, empathetic responses to issues while coordinating with technical, finance, and operations teams to resolve rater’s issues. The Project Coordinator will maintain high-quality data and reports, manage platform access and routine operational workflows (invoicing, POs, platform access etc.), and help translate program rules, SOPs, and guidelines into clear communications and support assets. Your work keeps raters productive and well-supported, improves operational consistency, and provides the business with accurate, actionable insights.

Role Responsibilities

• Serve as primary point of contact for rater support: answer tickets, triage issues, and resolve inquiries within SLAs via Zendesk and Slack.
• Monitor and promote rater well-being by identifying pain points, escalating risks, and coordinating solutions with Operations and IT teams.
• Draft, schedule, and send community emails and updates (e.g., via Mailchimp), including segmentation, templates, and basic performance tracking.
• Troubleshoot product/platform issues and provide clear, reproducible details to technical teams; manage escalations and follow-through to resolution.
• Manage account access workflows: provisioning/deprovisioning, password resets (PW reset), and permissions across community platforms.
• Process and validate data using spreadsheets; perform data hygiene, reconciliation, and cross-checks across multiple reports/systems.
• Build and maintain support macros and templates in Zendesk; continuously refine to reduce handle time and improve consistency.
• Maintain, update, and enforce SOPs, program rules, guidelines, and knowledge base/FAQ content; ensure changes are versioned and communicated.

Qualifications

• 1+ years in community operations, support, customer service, or similar role, ideally serving a large global user/vendor community.
• Demonstrated experience with ticketing systems (preferably Zendesk) and real-time collaboration tools (e.g., Slack, Teams etc.).
• Strong command of written and spoken English (upper-intermediate to advanced level).
• Experience with Google Sheets or Microsoft Excel for data preparation and analysis, including data cleaning, lookups (VLOOKUP/XLOOKUP), filters, pivot tables, and basic charting.
• Proven ability to process, reconcile, and validate data across multiple reports/systems with high attention to detail.
• Experience drafting and sending community emails or newsletters; familiarity with list management and basic email metrics (Mailchimp is a plus).
• Comfortable troubleshooting user/platform issues and documenting clear reproduction steps for technical teams.

Requirements

• Clear, empathetic written and verbal communicator; able to translate complex rules/SOPs into concise support responses and guides.
• Process- and quality-oriented; able to create, update, and enforce SOPs and knowledge base content.
• Ability to manage multiple priorities, meet SLAs, and drive tasks to closure with minimal supervision.
• Strong stakeholder management and follow-through; collaborative and solution-focused.

Nice to Have

• Familiarity with Workday and Power BI (PBI): navigate profiles, run basic reports/audits in Workday, and build/refresh simple Power BI dashboards to track operational KPIs.
• Basic exposure to operational workflows: invoicing, purchase orders (POs), and coordination with Finance/Procurement.

Job Reference

#LI-JC1

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.