Global Escalations Specialist
Hinge
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Posted on Tuesday, April 25, 2023
Our Mission
As humans, there are few things more exciting than meeting someone new. At Tinder, we’re inspired by the challenge of keeping the magic of human connection alive. With tens of millions of users, hundreds of millions of downloads, 2+ billion swipes per day, 20+ million matches per day, and a presence in 190+ countries, our reach is expansive—and rapidly growing.
We work together to solve complex problems. Behind the simplicity of every match, we think deeply about human relationships, behavioral science, network economics, AI and ML, online and real-world safety, cultural nuances, loneliness, love, sex, and more.
Our Values
• Member Safety: Our top priority is to build an authentic, equitable, and respectful community
• Diversity: We strive to build a workplace that reflects the rich diversity of our members
• Authenticity + Collaboration: We encourage authenticity to nurture a trustworthy, collaborative environment
• Big Ideas: We champion and rally behind big ideas, empowering people to to think and act differently and to be unafraid of having a strong point of view
• Innovation: We never stand still; we’re inspired to build for what’s next, and we must constantly innovate, experiment, and learn
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
- 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 degree or higher or equivalent
Commitment to Inclusion
At Tinder, we don’t just accept difference, we celebrate it. We strive to build a workplace that reflects the rich diversity of our members around the world, and we value unique perspectives and backgrounds. Even if you don’t meet all the listed qualifications, we invite you to apply and show us how your skills could transfer. Tinder is proud to be an equal opportunity workplace where we welcome people of all sexes, gender identities, races, ethnicities, disabilities, and other lived experiences. Learn more here: https://www.lifeattinder.com/dei
As part of our team, you’ll enjoy:
- Working on a product that has an immediate impact on people’s lives all around the world
- Comprehensive health insurance coverage, including medical, dental and vision
- 20 paid vacation days
- Perks include mobile phone reimbursement and a fitness membership subsidy
- No Meeting Wednesdays
- The opportunity to join six active Employee Resource Groups (ERGs)
This job is no longer accepting applications
See open jobs at Hinge.See open jobs similar to "Global Escalations Specialist" Eniac Ventures.
