Know where you belong!
Match Group is a leading provider of dating products across the globe. Our portfolio includes Tinder, Hinge, Match-Meetic, PlentyOfFish, Okcupid, The League, Archer, Salams and others, each designed to spark meaningful connections for singles worldwide. Creating a sense of belonging doesn’t stop at our products - it’s the foundation of every team we hire.
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 Tinder's Community Guidelines and Terms of Service.
When it comes to dating, the connection starts online, but the real magic happens once you meet in real life (IRL). We think the same is true for creating the best platforms, so we work together IRL in our Dublin office 3 days/week.
In this role you will:
Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the Match Group 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 morePLEASE NOTE:Team members schedules may change every 6 months. The work week is defined as Sunday through Saturday and therefore weekend work for each 6 month cycle is possible. Team members will be scheduled 5 working days each work week, with two consecutive non-working days off.
You’ll need:
Minimum of 2+ years in a similar roleBasic knowledge of ZendeskAbility to understand and summarize complex cases quicklyOutstanding analytical skills and excellent judgementHighly 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 detailPassion for helping peopleAbility to use critical thinking and logic to isolate and resolve issuesBachelor degree or higher or equivalent
As part of our team, you’ll enjoy:
The hustle of a startup with the impact of a global businessTremendous opportunity to solve some of the industry’s most exciting problemsWorking with an extraordinary team of smart, creative, fun and highly motivated peopleComprehensive health coverage, competitive pay, team bonding events, yoga classes and social events
Interview Plan
Zoom call with Recruiter, 30 mins Zoom call with Coordinator, Global Escalations, 30 minsZoom call / onsite interview (Dublin) with Senior Manager, Global Escalations, 45 minsZoom call with Senior Manager, Global Escalations, 30 mins
Why Match Group ?
Work on products that impact millions, collaborating with global and diverse teams, shaping relationships and connections worldwide.Providing premium healthcare, mental health support, emergency leavesBenefit from a healthy work-life balance in a flexible and welcoming environment.Enjoy a modern office, close to transport and amenities.Access lunch vouchers, a discounted ClassPass subscriptionGrow through e-learning, conferences, knowledge-sharing sessions, continuous learning programs, and global career opportunities Join regular social events like breakfasts, lunches, and apéros.Use our products for free.
Match Group is an equal opportunity employer and we value the rich dynamics that diversity brings to our group.
If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please let your Talent Acquisition partner know.
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