Global Escalations Specialist
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.
How you’ll make an impact:
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.
We may be a Match if:
Bachelor's degree or higher, or equivalent
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