Community & Onboarding Manager
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Job Location:
Monthly Salary:
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
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Job Responsibilities:
The mission of the Talent and Community team is to make Welocalize the most preferred customer for our community and provide consistently excellent support and engagement to Welocalizes workers worldwide. Today our team has over 15000 interactions with our worker base every day! We also manage worker profiles respond to social media comments host events and much more. Thats just today. Moving forward were working on improving our knowledge base deploying support bots and analyzing the support requests we get to improve our product and our processes. Weve done a lot but have a lot left to do. Our success lies in knowing well never be done improving the experience of our community.MAIN DUTIES
The following is a non-exhaustive list of responsibilities and areas of ownership of the Talent Community Manager:
- Uphold the Welocalize brand and 4 Pillars of Customer Service Quality Innovation and Global Teamwork.
- Have ownership of a part of a function in creating business case around it
- Represent the company and the Welocalize brand
- Innovate strategies for the owned functional project
- Support functional strategy definition and implementation (Online and Offline)
- Proactively support and promote the Welocalize Brand in social media
- Innovate training (content and presentations)
- Innovate resourceful reports with variables that have an impact upon companys vision
- Create analysis with valuable results from all initiatives
- Handle Financial Management actions that affect functional area
- Escalation point for issues with team members or function
CommunityFunctional Areas
- Execute Welocalizes vision for providing ourglobal community of 200000 workerswith a consistently excellent and ever-improvingexperience Fully govern the end-to-end worker journey and all related business processes
- Offer excellent customer service to our global supplier base mostlythrough the use ofour ticketing and knowledge management systemZendesk
- Ability to work cross-functionality to resolve issues that affect our external partners
- Actively eliminate the need for support by understanding the upstream causes that drive downstream intervention needs
Onboarding Functional Areas
- 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
Additional Job Details:
REQUIREMENTS
Education Level
- Bachelors degree (B. A.) from a college or university in related field or equivalent combination of education and experience.
Experience
- More than 5 years relevant experience in the functional area
- 3-year Localization experience
- 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 teams success
- Team-player with the ability to problem-solve and show initiative
- Advanced Knowledge in Marketing/PR/Recruitment/Account management
- Ability to prioritize ongoing projects based on business needs and urgencies that can arise
- Team work and contributing to the teams success
- Country/Language social media strategy (how it affects the Welocalize brand; why is important to be active; how you can attract people manage visible feedback)
- Fluency in written and verbal English
- Strong computer literacy MS Office e-mail internet
- Proven ability to learn new processes and tools
- Positive and energetic thrives in all kinds of social situations regardless of culture
KEY COMPETENCIES REQUIRED FOR THIS ROLE
Key competencies:
- Excellent Customer Service
- Naturally inclined towards Quality in all areas of responsibility
- Persuasive Communicator with a focus on transparency and building relationships
- Problem solver with a drive for Continuous Process Improvement
- Passionate about Learning
- Technical or Analytical mindset
- Thinking out of the box
Required Experience:
Manager
Key Skills
- English
- User Interface
- Communication
- Content Writing
- Online
- Internet
- Youtube
- Management skills
- Digital speech
- Speaking skills
- Analytics
- Writing Skills
About Company
Welocalize enables brands to reach and grow global audiences through services and solutions for translation, localization, adaptation, interpretation, and automation. We offer multilingual solutions to transform all content types for local audiences, at every step of our clients’ glob ... View more
