Global Escalations Specialist, Member Experience (Singapore)
5 Minutes ago • 1 Years +
Customer Service
Job Description
The Global Escalations Specialist will join Tinder's Member Experience team, focusing on supporting and protecting users. This role involves investigating sensitive issues like trust & safety, abuse, and app functionality, enforcing community guidelines, and collaborating with cross-functional teams. The specialist will protect the ecosystem, prevent fraud, and drive process improvements to enhance the Tinder experience for millions of users worldwide.
Must Have:
- Protect ecosystem, prevent fraudulent activity, enforce TOS.
- Investigate and resolve sensitive complex escalations (Trust & Safety, member support).
- Investigate bug and app functionality reports, work with Engineering.
- Address sensitive content issues (graphic content, hate speech).
- Communicate and coordinate with cross-functional partners.
- Contribute to organizational projects and drive process improvements.
- 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, able to multitask 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, critical thinking and logic to resolve issues.
- Bachelor degree or higher or equivalent.
The 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 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.
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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