Community Support Manager

| Greater LA Area

Tinder brings people together. With tens of millions of users and a presence in every country on earth, our reach is expansive—and rapidly growing. Your work here can change the world. Our Community team is dedicated to supporting our user base. They can take a challenging situation and turn it into a story of success. We are looking for a Manager for our Community Support team to help us support our users on a global scale, own all aspects of email support, escalate bugs to engineering, manage our vendors, and improve both quality and productivity. Positivity and attention to detail are a must. If you are a team player with a passion for problem solving, we want to hear from you.

In this role you will:

  • Manage Tinder’s Community Support team, and oversee the day-to-day operations
  • Report bugs and new issues to key stakeholders, track volume of complaints in real time, and provide severity assessment
  • Lead our offshore teams: ensure continuous communication with HQ, provide up-to-date responses, set SLA’s, and help improve customer satisfaction
  • Work closely with our email QA team and identify ways to improve the Tinder experience
  • Run point during production outages and coordinate communications strategy with Dev Ops and PR
  • Help improve guidelines and policies for the Community team, improving processes for escalating issues in the organization
  • Develop and deliver progress reports and documentation to various cross-functional stakeholders
  • Help shape our international support strategy, maintaining a high standard of performance and quality in all markets
  • Analyze large quantities of data to predict trends and track user feedback
  • Report directly to the Director of Global Community and Customer Experience
  • This position operates in many time zones

We're looking for:

  • Minimum of 2+ years experience in a community support management role
  • Expert knowledge of Zendesk
  • Vendor Management experience
  • Experience building and managing a high-performance team
  • Ability to handle multiple priorities and to meet deadlines in stressful situations
  • Strong technical and analytical aptitude
  • Exceptional verbal/written communication skills
  • Critical thinking skills to understand and summarize complex issues quickly
  • Ability to multitask, prioritize, and keep up with a large volume of tasks in a fast-paced environment
  • Extreme attention to detail
  • Passion for helping people
  • Bachelor degree or higher

As part of our team, you’ll enjoy:

  • The hustle of a startup with the impact of a global business
  • Tremendous opportunity to solve some of the industry’s most exciting problems
  • Working with an extraordinary team of smart, creative, fun and highly motivated people
  • Comprehensive health coverage, competitive salary, 401(k) match and meaningful equity
  • Unlimited vacation and flexible working hours
  • Daily catered lunches, endless supply of refreshments, basketball court, fitness classes and social events
  • Modern, uplifting work environment in an ideal location
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8833 Sunset Blvd, West Hollywood, CA 90069
8833 Sunset Blvd, West Hollywood, CA 90069

What are Tinder Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Daily Meals Provided
Stocked Kitchen
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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