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:

Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the Match Group 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 Engineering 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

PLEASE NOTE:

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:

Minimum of 2+ years in a similar role

Basic knowledge of Zendesk

Ability to understand and summarize complex cases quickly

Outstanding analytical skills and excellent judgement

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 detail

Passion for helping people

Ability to use critical thinking and logic to isolate and resolve issues

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.

Global Escalations Specialist

Job Description