Project Coordinator - Community Experience

Role Responsibilities:

• Serve as primary point of contact for rater support: answer tickets, triage issues, and resolve inquiries within SLAs via Zendesk and Slack.
• Monitor and promote rater well-being by identifying pain points, escalating risks, and coordinating solutions with Operations and IT teams.
• Draft, schedule, and send community emails and updates (e.g., via Mailchimp), including segmentation, templates, and basic performance tracking.

Job Requirements:

• 1+ years in community operations, support, customer service, or similar role, ideally serving a large global user/vendor community.
• Demonstrated experience with ticketing systems (preferably Zendesk) and real-time collaboration tools (e.g., Slack, Teams).
• Strong command of written and spoken English (upper-intermediate to advanced level) and experience with Google Sheets or Microsoft Excel for data preparation and analysis.

Main Competencies:

• Clear, empathetic written and verbal communicator; able to translate complex rules/SOPs into concise support responses and guides.
• Process- and quality-oriented; able to create, update, and enforce SOPs and knowledge base content.
• Ability to manage multiple priorities, meet SLAs, and drive tasks to closure with minimal supervision.