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Match · 2 months ago

Global Escalations Specialist, Americas

United States

Full-time

Remote

Entry Level

$29/hr - $33/hr

1+ years exp

Match Group is a leading company that brings people together through its diverse portfolio of brands, including Tinder. They are seeking a Global Escalations Specialist to investigate and resolve member escalations related to trust and safety, while ensuring a positive experience for users across their platforms.

Information TechnologyInternetSocialSoftware

Responsibilities

Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the member 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 our own organizational projects and consistently drive process improvements to support the team’s goals and objectives

Qualification

Analytical skillsCritical thinkingZendeskTime managementAttention to detailMultitaskingTech savvyQuick learnerAdaptabilityTeamwork

Required

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

Benefits

Medical, mental health, and wellness benefits to support your overall health and well-being

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

Generous PTO and 18 paid holidays so you can unplug

Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work

20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts

We host fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging!