Global Escalation Team:
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 Match Group'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 experienceInvestigate, troubleshoot, and drive our most sensitive complex escalations to resolution, spanning topics across Trust & Safety and member supportInvestigate bug and app functionality reports and work with Engineering to help them resolve issuesCollect user feedback on new product and feature rolloutsBe comfortable dealing with high pressure issues, gray areas and policy/process changesAddress 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 moreContribute to our 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 roleBasic knowledge of ZendeskAbility to understand and summarize complex cases quicklyOutstanding analytical skills and excellent judgmentHighly flexible and adaptableAbility to multitask, keep up with large volumes of emails in a fast-paced environmentOutstanding time management and prioritization skillsQuick learnerGreat teammateTech savvyStrong attention to detailsPassion for helping peopleAbility to use critical thinking and logic to isolate and resolve issuesBachelor degree or higher or equivalentRecruiting Information
Work Type: PermanentInterview Process: Recruiter Call > Written Assessment > Hiring Manager Interview > 4 Cultural Alignment InterviewsPlease note that only candidates who are legally authorized to work in Singapore will be considered.Additional
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