Know where you belong
Match Group is a leading provider of dating products across the globe. Our portfolio includes Tinder, Hinge, Match-Meetic, PlentyOfFish, Okcupid, The League, Archer, Salams and others, each designed to spark meaningful connections for singles worldwide. Creating a sense of belonging doesn't stop at our products - it's the foundation of every team we hire.
Our Global Escalations team, within the Member Experience org, is dedicated to supporting and protecting our user base. We are looking for a Global Escalations Specialist to help us handle member escalations spanning Trust & Safety and support policy. Our Global Escalations team investigates safety issues, abuse, bugs & app functionality issues on the platform, along with enforcing Tinder's Community Guidelines and Terms of Service.
In this role you will:
1. Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the Match Group experience
2. Investigate, troubleshoot, and drive our most sensitive complex escalations to resolution, spanning topics across Trust & Safety and member support
3. Investigate bug and app functionality reports and work with Engineering to help them resolve issues
4. Collect user feedback on new product and feature rollouts
5. Be comfortable dealing with high pressure issues, gray areas and policy/process changes
6. Address sensitive content issues (graphic content, hate speech, etc.)
7. Communicate & co-ordinate with cross-functional partners across Member Experience, Engineering, Comms, Marketing, Legal, outsourced partner teams and more
8. PLEASE NOTE:
9. Team members schedules may change every 6 months. The work week is defined as Sunday through Saturday and therefore weekend work for each 6 month cycle is possible. Team members will be scheduled 5 working days each work week, with two consecutive non-working days off.
You'll need:
10. Minimum of 2+ years in a similar role
11. Basic knowledge of Zendesk
12. Ability to understand and summarize complex cases quickly
13. Outstanding analytical skills and excellent judgement
14. Highly flexible and adaptable
15. Ability to multitask, keep up with large volumes of emails in a fast-paced environment
16. Outstanding time management and prioritization skills
17. Quick learner
18. Great teammate
19. Tech savvy
20. Strong attention to detail
21. Passion for helping people
22. Ability to use critical thinking and logic to isolate and resolve issues
23. Bachelor degree or higher or equivalent
$ - $ a year
None
Match Group is an equal opportunity employer and we value the rich dynamics that diversity brings to our group. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please let your Talent Acquisition partner know.