Community Advocate at Grindr

| Hollywood
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Community Advocate

We are seeking an enthusiastic, collaborative, insightful, discerning, and empathetic person to join our Customer Experience team. As the Community Advocate, you will report to the Senior Director of Customer Experience, helping to drive our user-centric culture throughout the company. 

This role requires you to be able to build and maintain successful internal relationships with various stakeholders and departments, collaborating with customers, support agents, executives and everyone in between. You will use your strong analytic skills  to provide valuable feedback and data-driven insights, translating complex and sometimes technical issues into clear, concise problem statements and user stories. 

You will...

  • Communicate as a liaison between users and Grindr teams about various aspects of the user experience. 
    • Coordinate with support, product, and engineering teams to understand the direction of the company and upcoming releases and features. Communicate these general themes and trends to users as needed. 
    • Review and provide feedback to customers on public-facing channels (Reddit, Twitter, App Reviews, etc), especially in cases of high-priority bugs and issues. 
    • Manage the UserVoice Forum of user-submitted requests.
  • Advocate for user-desired enhancements through empirically collected data. 
    • Track and report on volume, metrics, user sentiment and feedback within public-facing platforms, identifying root causes, trends and correlations where appropriate. 
    • Collaborate with the Customer Experience team to develop compelling user stories to present to various internal stakeholders. Educate through these customer stories, building internal empathy and understanding.
    • Validate reported bugs with support and QA and enter details into bug-tracking software. 
    • Assist in prioritizing common pain points or areas of frustration, escalating critical issues when necessary.
  • Assist with user research and testing. 
    • Compile a list of users who are reliable in providing feedback or interested in participating in user research. 
    • Find users with specific bugs or issues who can assist engineering in understanding or troubleshooting issues. 

You should have..

  • 5+ years work experience, with a minimum of 3 years experience working at a fast-paced B2C saas/ technology company
  • Demonstrated technical aptitude; able to effectively troubleshoot and validate bugs in a mobile app environment
  • Excellent verbal and written communication and interpersonal skills
  • A good understanding of social media and its impact with customers, as well as familiarity with all social media platforms
  • Experience responding to sensitive and escalated issues to customers as well as confidently give presentations to executive leadership 
  • Experience understanding and translating complex and sometimes technical issues into clear, concise problem statements and user stories
  • The ability to recognize which stakeholders need to be involved in an issue

You must be or need to be...

  • A passionate customer advocate, obsessed with helping to create a “five star” user experience 
  • Curious about user behavior and have empathy for diverse perspectives
  • Highly collaborative, able to develop strong partnerships in a condensed time frame

Bonus Points if you are/have...

  • Experience working in an online user experience, community management, customer support or customer success role 
  • Bachelor’s degree in business, marketing, communications, statistics, data science; or equivalent work experience/ certification in user research, user experience, product management
  • Highly proficient in support software such as Zendesk and internal ticketing software such as Jira. Experience with customer experience tools such as UserVoice and AppFigures
  • Experience working for social media or dating apps
  • Experience working collaboratively as part of a remote team
  • A deep understanding of the LGBTQ+ community

Since 2009, Grindr has built the world’s largest social network for gay, bi, trans, and queer people. Now more than just an app, we’re a family of lifestyle brands with the shared mission to connect LGBTQ people with the world around them:

  • Grindr – The location-based social app that started it all. Over 3 million people use Grindr daily, from every country on the planet.
  • Grindr for Equality (G4E) – Our social mission to promote justice, health, and safety for LGBTQ individuals around the globe.
  • BLOOP - (In App) Each week we serve up freshly-juiced content highlighting user experiences, dating advice, grooming tips, queer pop culture & more.

Behind the brands, Grindr is an inclusive and passionate family of thinkers, innovators, leaders, and most importantly, doers. We’re fueled by endless curiosity, constant collaboration, and a knack for crossing every finish line – all within an agile growth environment. We also enjoy tons of perks, great social events, and stunning views from our HQ in West Hollywood.

Benefits & Perks

  • 100% vision, dental, & medical premium coverage
  • Generous Parental Leave
  • Flexible Time Off Policy
  • Competitive Salaries
  • 401k Match
  • Stocked kitchen
  • Free on-site parking
  • Casual dress environment
  • Office Daily Catered Lunch (when not working from home) 

Grindr is an equal opportunity employer

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Technology we use

  • Engineering
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West Hollywood , CA 90069

What are Grindr Perks + Benefits

Grindr Benefits Overview

Benefits & Perks

100% covered medical, dental and vision insurance
Generous Parental Leave
Flexible Time Off Policy
Competitive Salaries
401(k)- Matching
Catered daily lunch
Stocked kitchen
Free on-site parking
Casual dress environment

Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Our dental plan covers $5000 (Premier PPO) $1500 (Standard PPO) of expenses.
Vision Benefits
The vision benefits plan covers $250 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is offered at a flat rate to a $75,000 value.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Match charitable contributions
AIDS walk and AIDS lifecycle
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Continuing Education stipend
Online course subscriptions available
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