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 Coordinator 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 3+ years of experience
Bachelor degree or equivalent
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
Strong attention to details
Ability to use critical thinking and logic to isolate and resolve issues
Experience leading projects and collaborating effectively with cross-functional partners.
Subject matter expertise in Trust & Safety, with the ability to support, mentor, and upskill team members.
Highly self-directed, with the ability to manage projects independently and deliver results with minimal oversight.
Only candidates who are authorized to work in Singapore without requiring work pass sponsorship will be considered.
We regret that only shortlisted candidates will be notified.
#MG #CustomerExperience #CustomerSupport #GlobalEscalations
