Technical Support Operations Lead

About Welo Data

Welo Data, a Welo Global brand, is the multilingual data and evaluation partner for foundation labs and enterprises deploying GenAI systems globally. They deliver the human judgment, data infrastructure, and evaluation systems that ensure AI models perform reliably across languages, cultures, and real-world contexts, at every stage from training through deployment.  Its global network of 500,000+ vetted experts spans 300+ languages and locales, enabling high-quality multilingual data creation and structured model evaluation across the full spectrum of modern AI applications — from large language models and voice and speech systems to agentic workflows and robotics and embodied AI. This breadth of linguistic, cultural, and domain expertise enables Welo Data to address critical AI development challenges, including safety, bias, inclusivity, and cross-lingual reliability. A unified global operating model, led by specialized program and quality experts and grounded in assessment-driven talent selection, localized rubrics, and continuous calibration, ensures consistent performance across languages, domains, and modalities. Underpinning all of this is NIMO™ (Network Identity Management and Operations), Welo Data's proprietary identity and fraud-prevention framework. Built to maintain data integrity and workforce trust across a global contributor base, NIMO combines advanced verification, continuous monitoring, and structured QA to ensure every dataset is accurate, traceable, and culturally grounded. welodata.ai   

Key Responsibilities:

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.

Qualifications & Skills:

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.