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Match · 3 weeks ago

Sr. Customer Support Program Analyst

Los Angeles, California

Full-time

Onsite

Mid, Senior Level

$100K/yr - $110K/yr

3+ years exp

Match Group is seeking an energetic collaborator to drive change and excellence in their customer support programs. The role involves designing, documenting, and improving customer support workflows to enhance customer outcomes through better processes informed by operational and customer insights.

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Responsibilities

Develop and maintain customer support workflows for Tinder and other Match Group brands ensuring agent teams have clear and structured information to provide customer support

Lead process optimization efforts based on hands-on knowledge of day-to-day operations and using customer and agent feedback to ensure solutions are practical and deliver customer value

Identify bottlenecks, inefficiencies, outdated content, and areas for improvement through feedback loops with relevant teams

Use both behavioral and operational data to acquire comprehensive insights into customer needs and preferences

Collaborate with operations, training, quality, and knowledge teams to implement new and updated workflows ensuring agent understanding and adoption

Ideate on opportunities to enhance the customer support experience with new technologies, tools, or operational workflows

Qualification

Customer support experienceProcess improvementTechnical writingWorkflow designData analysisCollaborationOrganizational skills

Required

3-5 years of experience in customer service, process improvement, or technical writing

Proven ability to understand complex processes and translate them into practical workflows that can be completed at scale

Strong writing skills with a focus on clarity, usability, and consistency

Understanding the voice of the customer dynamics and ability to take qualitative and quantitative insights and turn into meaningful process improvements

Collaborative with experience engaging with different types of roles and levels, including operations, quality, training, legal, and product

Solid organizational skills, with ability to manage multiple projects and competing priorities

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 14 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!