Customer Support Program Manager at Grindr

| Hollywood
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Summary

Grindr is a location-based social networking and online dating application for gay, bi, trans, and queer people. Launched in 2009, it has since become the largest and most popular gay mobile app in the world. 

We are looking for an experienced Customer Support Program Manager who has a passion for supporting and advocating for the queer community.  Reporting to the Senior Director of Customer Experience, you will have the opportunity to work with teams across Grindr as a customer advocate and expert, and to build the future of support for our diverse and global user base.

You will...

  • Be Grindr’s in-house customer advocate and expert, championing a customer-centric vision and culture throughout the company 
  • Work closely with our customer support partner organization to develop strategy, vision, and leadership for the support team, including finding opportunities for efficiency, automation and quality improvement
  • Maintain trust in our brand via public channels such as twitter, blogs, etc. 
  • Be the bridge for communication between our customers and our organization, ensuring information is communicated clearly and effectively in both directions 
  • Work cross-functionally with teams from across the company to handle legal, privacy, trust & safety, and highly technical escalations, making sure they are resolved in a timely manner 
  • Track trends in customer inquiries, comments, and complaints, and recommend improvements based on that feedback
  • Stay up-to-date with trends, best practices, new products and capabilities for customer support, success, and experience, and use this knowledge to make sure our customer experience is best in class
  • Develop and execute project plans for all-hands customer support and “voice of the customer” programs, and be responsible for those programs going forward

You should have...

  • 5+ years of experience in customer support management/ program management in a fast-paced and high-volume environment, especially as part of a remote team at a tech company
  • Experience with and willingness to respond to escalated issues, crisis situations, and sensitive content, including Privacy, Legal, and Trust and Safety escalations
  • Assist outside groups (Law Enforcement, Government, NGO) with responses
  • Enough technical skills to be able to recognize, triage, and escalate bugs effectively
  • Excellent verbal and written communication skills
  • An up-to-date portfolio with examples of your writing and communication (blog posts or talks you’ve given, internal training documents, user-facing documentation, project plans, etc)

You should be...

  • A passionate customer advocate, obsessed with creating a “five star” user experience 
  • Resilient, and able to stay level-headed in a crisis situation 
  • Highly collaborative. Able to build trust & strong relationships at all levels, influence without formal authority and push back when appropriate. 
  • Confident in your own skill but respectful of the contributions of others. 
  • Curious about user behavior and have empathy for diverse perspectives.
  • Knowledgeable of industry and platform-specific patterns.

Bonus Points

  • Working knowledge of Zendesk and Phabricator
  • Experience working for social media or dating apps
  • Experience working collaboratively as part of a remote team
  • Deep understanding of the queer 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% covered medical, dental and vision insurance
  • 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
    • JavaLanguages
    • PythonLanguages
    • ScalaLanguages
    • ElixirLanguages
    • ErlangLanguages
    • EC2Languages
    • AWS AuroraLanguages
    • Ngix Languages
    • KafkaLanguages
    • RabbitMQLanguages
    • NginxLanguages
    • jQueryLibraries
    • ReactLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • HiveDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SparkDatabases

Location

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

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
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)
Acme employees can contribute up to $2750 annually to their 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
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Acme Co. provides employees with a 401(k) matching plan managed by [provider]. We match 200% of contributions up to 10% of an employee's annual gross pay.
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
Acme Co. hosts company outings Monthly.
Free Daily Meals
Game Room
Our game room includes Video Games.
Stocked Kitchen
Some Meals Provided
We provide free breakfast on Monday, Tuesday, Wednesday, Thursday, Friday. Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Promote from within
Mentorship program
Our mentorship program includes Career mentoring, Leadership mentoring.
Continuing Education stipend
Online course subscriptions available
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