The Global Escalations Specialist will handle member escalations related to trust and safety, investigate complex issues, and collaborate with cross-functional partners to improve user experience.
Match Group brings people together. With a portfolio of leading brands including Tinder, our reach is expansive—and rapidly growing. Your work here can change the world.
Our Global Escalations team, part of the Core Operations organization at Match Group, is dedicated to supporting and protecting our diverse user base across brands, with a primary focus on Tinder. We are looking for a Global Escalations Specialist to help handle member escalations spanning trust & safety and support policy.
The Global Escalations team investigates safety issues, abuse, bugs, and app functionality concerns on the platform, while enforcing Tinder’s Community Guidelines and Terms of Service to ensure a safe and positive member experience.
How you'll make an impact:
- Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the member experience.
- Investigate, troubleshoot, and drive our most sensitive complex escalations to resolution, spanning topics across Trust & Safety and member support.
- Investigate bug and app functionality reports and work with Engineering to help them resolve issues.
- Collect user feedback on new product and feature rollouts.
- Be comfortable dealing with high pressure issues, gray areas and policy/process changes.
- Address sensitive content issues (graphic content, hate speech, etc.).
- Communicate & co-ordinate with cross-functional partners across Member Experience, Engineering, Comms, Marketing, Legal, outsourced partner teams and more.
- Contribute to our own organizational projects and consistently drive process improvements to support the team’s goals and objectives.
We could be a match if you have:
- Minimum of 1+ years in a similar roleBasic knowledge of Zendesk.
- Ability to understand and summarize complex cases quickly.
- Outstanding analytical skills and excellent judgment.
- Highly flexible and adaptable.
- Ability to multitask, keep up with large volumes of emails in a fast-paced environment.
- Outstanding time management and prioritization skills.
- Quick learner.
- Great teammate.
- Tech savvy.
- Strong attention to details.
- Passion for helping people.
- Ability to use critical thinking and logic to isolate and resolve issues.
- Bachelor degree or higher or equivalent.
Why Match Group?
Our mission is simple – to help people find love and happiness! We love our employees too and understand the importance of all life's milestones. Here are some of the benefits we are proud to offer:
Mind & Body – Medical, mental health, and wellness benefits to support your overall health and well-being
Financial Wellness – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security
Unplug – Generous PTO and 18 paid holidays so you can unplug
Career – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work
Family – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
Company Gatherings – We host fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging!
We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic. Period.
If you require a reasonable accommodation to participate in the hiring process — such as during pre-employment testing or interviews — please indicate this by selecting “Yes” in the accommodation request field. We’ll reach out to discuss your needs if you're selected for the interview stage.
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