Global Escalations Specialist

How you’ll make an impact:

• Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the user experience across multiple dating app platforms
• 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 Trust & Safety, 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 may be a Match if:

• Bachelor's degree or higher, or equivalent
• 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