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The Global Escalations Specialist investigates and resolves escalations related to trust, safety, and support policy, while improving user experience and enforcing guidelines.
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 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.
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
Recruiting Information
- Work Type: Permanent
- Interview Process: Recruiter Call > Written Assessment > Hiring Manager Interview > 4 Cultural Alignment Interviews
- Please note that only candidates who are legally authorized to work in Singapore will be considered.
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