Global Escalations Specialist

2 Months ago • All levels • Marketing

About the job

2 skills required for this role

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critical-thinking

cross-functional

Job Description

Tinder brings people together. With tens of millions of users and a presence in every country on earth, our reach is expansive—and rapidly growing. 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 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.

We're looking for:

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

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