Global Escalations Specialist

  • Individual Contributor
  • TSPA Members
  • Singapore
  • This position has been filled
  • Experience level: 1+ year

Website tinder Tinder/MatchGroup

This content was reproduced from the employer’s website on November 13, 2022. Please visit their website below for the most up-to-date information about this position.

Tinder is on a mission to change the world by bringing people together and facilitating millions of connections that otherwise might not have been possible. The Workplace Experience team leads the strategic and tactical operations of our workplace experiences! Your work here can change the world. 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:

  • Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the Tinder experience
  • Investigate, troubleshoot, and drive our most sensitive complex escalations to resolution, spanning topics across Trust & Safety and member support
  • Investigate bug and app functionality reports and work with relevant XFN team to help them resolve issues
  • Collect user feedback on new product and feature rollouts
  • Be comfortable dealing with high-pressure issues, gray areas and policy/process changes
  • Address sensitive content issues (graphic content, hate speech, etc.)
  • Communicate & co-ordinate with cross-functional partners across Member Experience, Engineering, Comms, Marketing, Legal, outsourced partner teams and more
  • Contribute to or own organizational projects and consistently drive process improvements to support the team’s goals and objectives.

We’re looking for:

  • Minimum of 1+ years in a similar role
  • Basic knowledge of Zendesk
  • Ability to understand and summarize complex cases quickly
  • Outstanding analytical skills and excellent judgment
  • Highly flexible and adaptable
  • Ability to multitask, keep up with large volumes of emails in a fast-paced environment
  • Outstanding time management and prioritization skills
  • Quick learner
  • Great teammate
  • Tech-savvy
  • Strong attention to details
  • Passion for helping people
  • Ability to use critical thinking and logic to isolate and resolve issues
  • Bachelor’s degree or higher or equivalent