MAIN PURPOSE OF JOB
The Talent Community Onboarding Manager’s mission is to make Welocalize the preferred partner for our global community and to deliver consistently exceptional support and engagement to our worldwide supplier network. Our team currently handles more than 15,000 daily interactions with suppliers and manages their profiles across multiple platforms.

MAIN DUTIES
The Talent Community Manager’s key responsibilities include:
• Deliver outstanding customer support to our global suppliers, primarily through our ticketing and knowledge systems (Zendesk, Junction, Workday, Hyperwallet).
• Represent Welocalize and its brand within the support onboarding team.
• Develop innovative strategies for assigned functional projects.
• Use data insights and market understanding to align with business goals.
• Create new training approaches to enhance support quality and onboarding efficiency.
• Produce detailed reports using tools such as Excel and Power BI.
• Lead continuous improvement, AI initiatives, and process automation efforts.
• Act as an escalation point for team or functional issues.

Community Functional Areas
• Implement Welocalize’s vision of delivering a consistently excellent and ever-improving experience to our global community of more than 200,000 workers.
• Oversee the complete worker journey and all associated business processes.
• Provide high-quality customer service through our ticketing and knowledge systems.
• Collaborate across functions to resolve issues affecting external partners.

Onboarding Functional Areas
• Support new members in easily joining Welocalize and guide them through their onboarding.
• Recognize when manual intervention and high-touch support are needed.
• Ensure the Help Center and all self-service content remain accurate and up to date.
• Improve tools, processes, and platforms with a customer success mindset.
• Track and report on the quality, volume, speed, and overall impact of the support team’s work.

REQUIREMENTS
Education
• Bachelor’s degree in a related field or an equivalent combination of education and experience.

Experience
• Over 5 years of relevant experience in the functional area.
• At least 3 years of experience in the language services industry.
• Experience working in a fast-paced, client-focused environment with strong adaptability.
• Strong organizational skills and ability to stay informed in a dynamic setting.
• Excellent communication, attention to detail, and ability to meet tight deadlines.
• Problem-solving mindset with flexibility, initiative, and a proactive, solutions-driven approach.
• Enjoys teamwork and gains motivation from contributing to team success.
• Advanced skills in Project Management, Recruitment, or Account Management.
• Ability to learn new processes and tools and prioritize multiple ongoing projects based on changing business needs.
• Fluency in written and spoken English.
• Strong computer literacy, including MS Office, email, internet, and general tech savviness.
• Positive, energetic, and comfortable engaging in diverse cultural environments.

We may use artificial intelligence tools to assist with parts of the hiring process, such as reviewing applications or analyzing responses. These tools support our recruitment team but do not replace human decision-making. For information about data processing, please contact us.