Matchgroup2mo ago

Global Escalations Coordinator, Member Experience (Singapore)

SingaporeFull-timemid

OtherCoordinator

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Quick Summary

Overview

Global Escalation Team: Tinder brings people together. with tens of millions of users and a presence in every country on earth, our reach is expansive and rapidly growing.

Technical Tools

OtherCoordinator

Global Escalation Team:

Tinder brings people together. with tens of millions of users and a presence in every country on earth, our reach is expansive and rapidly growing. Your work here can change the world.

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.

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.

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.