matchgroup - Match Group - Senior Global Escalations Specialist, Member Experience
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Requirements
• 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
Responsibilities
• 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:
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