Project Coordinator - Community Experience
New
W
Welo DataAI Data Services
MexicoFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1+ years
- Required Skills
- Microsoft ExcelGoogle SheetsSlackZendesk
Requirements
- 1+ years in community operations, support, customer service, or similar role.
- Demonstrated experience with ticketing systems (preferably Zendesk).
- Experience with real-time collaboration tools (e.g., Slack, Teams).
- Strong command of written and spoken English (upper-intermediate to advanced level).
- Experience with Google Sheets or Microsoft Excel for data preparation and analysis.
- Proven ability to process, reconcile, and validate data across multiple reports/systems.
- Experience drafting and sending community emails or newsletters.
- Ability to troubleshoot user/platform issues and document clear reproduction steps.
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, including segmentation, templates, and basic performance tracking.
- Troubleshoot product/platform issues and provide clear, reproducible details to technical teams; manage escalations.
- Manage account access workflows: provisioning/deprovisioning, password resets, and permissions across community platforms.
- Process and validate data using spreadsheets; perform data hygiene, reconciliation, and cross-checks.
- Build and maintain support macros and templates in Zendesk to reduce handle time.
- Maintain, update, and enforce SOPs, program rules, guidelines, and knowledge base content.
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