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.
When it comes to dating, the connection starts online, but the real magic happens once you meet in real life (IRL).
We think the same is true for creating the best platforms, so we work together IRL in our Dublin office 3 days/week.
In this role you will:
Manage and cultivate a team of Global Operations specialists, overseeing the day-to-day and providing coaching and feedback to ensure that the team maintains a high level of productivity and quality.
Track and analyze key operational and performance metrics, identify trends, and develop solutions to optimize team workflows to improve efficiency.
Manage high visibility escalations, communicating with leadership, legal, comms, product, and engineering as needed to resolve user issues.
Provide operational and process subject matter expertise to the team as well as other partners - policy, training, quality, product, etc.
This position operates in many time zones and hours will vary.
We could be a match if:
2+ years experience in operations management or lead role.
Advanced knowledge of Zendesk (or similar), moderation tooling/workflows, and productivity tools such as Jira.
Critical thinking skills to understand and summarize complex issues within minutes.
Ability to multitask, prioritize, and keep up with a large volume of tasks in a fast-paced environment.
Experience working in trust and safety and content moderation.
A plus if you have a background with customer support and technical resolutions workflows.
You have a track record of designing, owning, and improving efficient processes that impact and rely on collaboration with multiple cross-functional teams.
Extreme attention to detail.
You have familiarity with legal and compliance requirements related to content moderation, data privacy, and user safety.
Passion for developing teams and providing amazing customer experiences.
Interview Process:
30 min Zoom (Recruiter)
45 min Zoom with Devika Cushalappa (Sr. Manager, Global Operations – APAC, Match Group)
45 min Zoom with Lauren Tropp (Sr. Manager, Global Operations, Match Group)
45 min Zoom withAlex McNally (Manager, Workforce Management, Match Group)
30 min Zoom with Caoimhe Stafford (Data Protection Officer, Match Group)
Potential additional interview
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 pay, team bonding events, yoga classes and social events
Why Match Group ?
Work on products that impact millions, collaborating with global and diverse teams, shaping relationships and connections worldwide.
Providing premium healthcare, mental health support, emergency leaves
Benefit from a healthy work-life balance in a flexible and welcoming environment.
Enjoy a modern office, close to transport and amenities.
Access lunch vouchers, a discounted ClassPass subscription
Grow through e-learning, conferences, knowledge-sharing sessions, continuous learning programs, and global career opportunities
Join regular social events like breakfasts, lunches, and apéros.
Use our products for free.
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.
#J-*****-Ljbffr