Technical Support Operations Lead

3 hours ago
Full-time
Senior
Customer and Technical Support
Welo Global

Welo Global

Welo Global specializes in providing enterprise localization, AI training data, and multilingual content solutions, leveraging a portfolio of specialized global brands to meet diverse customer needs in the AI and language services industry.

Professional Services
Founded 1997

Description

  • Lead and develop the Community Support team for the global rater workforce, covering onboarding, help desk, communications, and user management.
  • Lead and develop the Tier 2 Internal Support team handling escalated technical and operational issues across Welo Data.
  • Design, build, and maintain support automations, including AI-assisted workflows, self-service tooling, and intelligent ticket routing.
  • Establish and continuously improve standard operating procedures across both support functions.
  • Define KPIs, own reporting cadences, and use data to identify gaps, set priorities, and track improvement.
  • Partner with teams across Community Experience, Operations, Platform, and Technology to align support processes with business needs.
  • Serve as an escalation point for complex, ambiguous, or cross-functional support issues.
  • Drive adoption of support platforms and tooling such as Zendesk, WeloWorks, and Microsoft 365.
  • Support ad hoc operational requests from across the organization.

Requirements

  • 5+ years of experience in technical support, customer service operations, or a closely related field.
  • Demonstrated progression into management.
  • Experience managing multiple teams or functions simultaneously, including across time zones.
  • Proven track record of building or significantly improving support automation, chatbot workflows, ticketing rules, AI-assisted triage, or self-service systems.
  • Strong analytical skills with experience defining metrics, building dashboards, and using data to drive operational decisions.
  • Strong technical fluency with support platforms, APIs, workflow automation tools, and internal tooling.
  • Ability to evaluate and configure technical solutions independently, without requiring engineering skills.
  • Excellent stakeholder management skills and ability to influence peers and senior leaders.
  • Experience supporting a global, distributed workforce or contractor/freelancer community is a strong advantage.
  • Strong written and verbal communication skills in English.
  • Based in India.
  • Experience working with international teams is required.

Interested in this position?

Apply directly on the company website

Apply Now

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