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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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SwiftLanguages
    • BashLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • SQLAnalytics
    • PythonAnalytics
    • TableauAnalytics
    • PhotoshopDesign
    • SketchDesign
    • PrincipleDesign
    • ZeplinDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • LeanplumCRM

Location

Occasionally referred to as WeHo, West Hollywood sits between Beverly Hills and Hollywood in Los Angeles.

An Insider's view of Tinder

How do you collaborate with other teams in the company?

The Data Engineering team builds infrastructure to empower better decision-making for all teams at Tinder. We support Backend and Client engineers as they send billions of events daily to our pipeline, collaborate with Data Science and Analytics to architect solutions for quantitative analysis, and partner with Marketing to build reporting tools.

Kate

Engineering Manager - Data

What makes someone successful on your team?

The Tinder iOS Core team includes talented iOS engineers with a broad range of experience. Our team members share a passion for building delightful user interactions and we are dedicated to continuous improvement. Working together, we learn from each other and to grow our skills and ship products that deeply impact users daily lives.

Garo

Engineering Manager - Feature Team, iOS

What is your vision for the company?

My vision for Tinder Engineering is a culture of collaboration, learning and experimentation, growth, and technical excellence. Our product exists to bring people together, so too does our company bring together people of different backgrounds and specialties to create an amazing impact together.

Tom

VP, Engineering

What are Tinder Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Pre-tax savings spending account for health care (up to $2,650/year) and dependent care (up to $5,000/year) expenses
Disability Insurance
Dental Benefits
Dental preventive, restorative and orthodontia care for you and eligible dependents
Vision Benefits
Vision exam and corrective care for you and eligible dependents
Health Insurance Benefits
Health care preventive and illness coverage for you and your eligible dependents
Life Insurance
Basic Life Insurance, Basic Accidental Death & Dismemberment (AD&D) Insurance, Supplemental Life Insurance, Supplemental (AD&D) Life Insurance
Wellness Programs
At Tinder HQ in LA we have a Personal Trainer on Mondays, Yoga Instructor on Tuesdays and Breathworks on Wednesdays.
Onsite Gym
Tinder HQ has a basketball court onsite
Retirement & Stock Options Benefits
401(K) Matching
50% match (up to 3%)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
All new Mothers and Fathers are eligible for 12 weeks of paid leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Tinder's unlimited paid vacation policy allows employees to take time off work as they need, providing they comply with manager approval
Generous PTO
Paid Volunteer Time
Paid Holidays
Tinder offers employees paid time off to observe all major holidays
Perks & Discounts
Beer on Tap
Beer & wine!
Casual Dress
Commuter Benefits
Tinder employees have access to a WageWorks Savings account allowing them to put money aside, pre-tax, up to IRS limits for commuter expenses
Company Outings
Tinder has company wide Holiday & Summer parties
Free Daily Meals
Tinder has catered lunch & dinner everyday as well as catered breakfast on Fridays
Game Room
Ping pong, darts & foosball at Tinder HQ in LA
Stocked Kitchen
Tinder has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored LaCroix you can handle
Happy Hours
Tinder hosts monthly New Hire Happy Hours as well as ad hoc celebrations for new releases & accomplishments
Parking
Tinder employees are assigned to one of 3 parking garages within a 1 block radius from the office
Recreational Clubs
Tinder Beach Volleyball, Soccer & Dodgeball
Relocation Assistance
Tinder offers relocation reimbursement to cover moving costs and travel expenses
Fitness Subsidies
All Tinder employees will be able to enroll at Equinox for $230/month.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Tinder offers tuition reimbursement for all full-time employees of up to $5,000 annually
Diversity Program
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