Global Escalations Specialist

About the role

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, HER, 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. 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 3 days/week. Our Global Operations team, within the Trust and Safety org, is dedicated to supporting and protecting our user base. We are looking for a Global Operations Specialist to help us handle member escalations spanning trust & safety and support policy. Our Global Operations team investigates safety issues, abuse, bugs & app functionality issues on many of Match Group’s platforms, along with enforcing Community Guidelines and Terms of Service.

Responsibilities

• Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the user experience across multiple dating app platforms
• 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 Trust & Safety, 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

Requirements

• Bachelor's degree or higher, or equivalent
• Minimum of 1+ years in a similar role
• Basic knowledge of Zendesk

Qualifications

• 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

Benefits

• Mind & Body – Medical, mental health, and wellness benefits to support your overall health and well-being
• Financial Wellness – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security
• Unplug – Generous PTO and 14 paid holidays so you can unplug
• Career – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work
• Family – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
• Company Gatherings – We host company events where our employees get to know each other and build a sense of connection and belonging!