Technical Support Operations Lead

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Welo Global

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

Artificial Intelligence • B2B • SaaS

Welo Global is a multilingual content, data, and AI solutions company that provides enterprise-focused localization, regulated translation, and AI training data through a family of brands (including Welocalize, Park IP, Welo Life Sciences, Welo Data, and Adapt). It combines domain expertise, proprietary AI tools (e. g. , the Opal suite), governed global workforces, and compliance certifications to support use cases across global marketing, intellectual property and legal translations, life sciences regulatory and clinical documentation, and AI model development. The company emphasizes scalable, AI-enabled platforms and workflows to deliver high-quality multilingual content and structured datasets in 300+ languages for corporate clients.

📋 Description

• Lead and develop two distinct support teams: a Community Support team serving Welo Data's global rater community (onboarding, help desk, communications, user management), and a Tier 2 Internal Support team resolving escalated technical and operational issues from within Welo Data • Design, build, and maintain customer service automations, including AI-assisted workflows, self-service tooling, and intelligent routing, to reduce manual overhead and improve resolution speed and quality • Establish and continuously improve standard operating procedures across both support functions, ensuring consistency, measurability, and scalability • Define KPIs for both teams; own reporting cadences and use data to identify gaps, set priorities, and demonstrate improvement • Partner with stakeholders across Community Experience, Operations, Platform, and Technology teams to align support processes with broader business needs • Act as an escalation point for complex, ambiguous, or cross-functional support issues • Drive adoption of platforms and tooling (e.g. Zendesk, WeloWorks, Microsoft 365) across both teams, ensuring teams are getting maximum operational value • Support ad hoc operational requests from across the Welo Data organization.

🎯 Requirements

• 5+ years of experience in technical support, customer service operations, or a closely related field, with demonstrated progression into management • Experience managing multiple teams or functions simultaneously, including across time zones • Proven track record building or significantly improving support automation, including chatbot workflows, ticketing rules, AI-assisted triage, or self-service systems • Highly analytical; skilled at defining metrics, building dashboards, and using data to drive operational decisions • Strong technical fluency, comfortable working with support platforms, APIs, workflow automation tools, and internal tooling; no expectation of engineering skills, but must be able to evaluate and configure technical solutions independently • Excellent stakeholder management skills; able to influence peers and senior leaders on process adoption • 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 required.

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development