Hybrid Community Manager, Onboarding

at Welocalize

• Job title: Community Manager, Onboarding
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Cluj Napoca, Romania

About the role

• Talent Community Onboarding Manager responsible for excellent support and engagement for Welocalize's global suppliers. Innovating onboarding processes and managing supplier interactions daily.

Responsibilities

• Offer excellent customer support to our global supplier base, mostly through the use of our ticketing and knowledge management systems (Zendesk, Junction, Workday, Hyperwallet)
• Represent the company and the Welocalize brand for the support onboarding team.
• Innovate strategies for the owned functional project
• Use data-driven insights and market knowledge to ensure alignment with business objectives.
• Innovate training to maximize support, quality and onboarding efficiency.
• Create resourceful reports with variables (Excel, Power BI)
• Drive continuous improvement, AI initiatives and strengthen process automation
• Escalation point for issues with team members or function
• Execute Welocalize’s vision for providing our global community of 200,000+ workers with a consistently excellent and ever-improving experience
• Fully govern the end-to-end worker journey and all related business processes
• Offer excellent customer service to our global supplier base, mostly through the use of our ticketing and knowledge management system
• Ability to work cross-functionality to resolve issues that affect our external partners
• Enable new members to easily join Welocalize and support their onboarding journey
• Easily determine when to manually intervene and offer “white glove” treatment
• Make sure the Help Center and all relevant self-help content is kept up-to-date and relevant
• Optimize existing working tools, processes and platforms with a “customer success” mindset
• Measure and report on the quality, quantity, speed, and overall effectiveness of the support team and their daily activities

Requirements

• Bachelor's degree (B. A.) from a college or university in related field, or equivalent combination of education and experience.
• More than 5 years’ relevant experience in the functional area
• 3 years' experience in language services industry markets
• Experience in a fast-paced, client-centric environment, ability to adapt to business needs
• Ability to stay organized and informed in such an environment
• Good communication skills, attention to detail, and self-driven with the meet tight deadlines are essential
• An objective, problem-solving mindset, mental flexibility and a “can do” attitude, having solution-oriented approach to every challenge
• Taking the initiative to proactively assess and mitigate risks
• Enjoys working in a team and derives energy from being within a team, contributing to the team's success
• Advanced Knowledge in Project Management/Recruitment/Account management
• Ability to learn new process and tools and to prioritize ongoing projects based on business needs and urgencies that can arise
• Fluency in written and verbal English
• Strong computer literacy, MS Office, e-mail, internet, tech savvy
• Positive and energetic, thrives in all kinds of social situations, regardless of culture