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Global Escalations Specialist

Location
West Hollywood, California
Department
Member Experience
Job Type
Full Time
Focus

Our Mission:

As humans, there are few things more exciting than meeting someone new. At Tinder, we’re on a mission to power and inspire real connections by making it easy and fun for every new generation of singles. With tens of millions of users, hundreds of millions of downloads, 2+ billion swipes per day, 20+ million matches per day, and a presence in 190+ countries, our reach is expansive—and rapidly growing. We work together to solve complex problems. Behind the simplicity of every match, we think deeply about human relationships, behavioral science, network economics, AI and ML, online and real-world safety, cultural nuances, loneliness, love, sex, and more.

Our Values:

One Team, One Dram Value Image

One Team, One Dream

We work hand-in-hand, building Tinder for our members. We succeed together when we work collaboratively across functions, teams, and time zones, and think outside the box to achieve our company vision and mission.

Own It Value Image

Own It

We take accountability and strive to make a positive impact in all aspects of our business, through ownership, innovation, and a commitment to excellence.

Never Stop Learning Value Image

Never Stop Learning

We cultivate a culture where it’s safe to take risks. We seek out input, share honest feedback, celebrate our wins, and learn from our mistakes in order to continue improving.

Spark Solutions Value Image

Spark Solutions

We’re problem solvers, focusing on how to best move forward when faced with obstacles. We don’t dwell on the past or on the issues at hand, but instead look at how to stay agile and overcome hurdles to achieve our goals.

Embrace Our Differences Value Image

Embrace Our Differences

We are intentional about building a workplace that reflects the rich diversity of our members. By leveraging different perspectives and other ways of thinking, we build better experiences for our members and our team.

The Role:

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 or 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

As a full-time employee, you'll enjoy:

  • PTO, 10 annual Wellness Days
  • Time off to volunteer and charitable donations matched up to $15,000 annually 
  • Comprehensive health, vision, and dental coverage
  • 100% 401(k) employer match up to 10%, Employee Stock Purchase Plan (ESPP)
  • 100% paid parental leave (including for non-birthing parents) and family forming benefits
  • Investment in your development: mentorship through our MentorMatch program, access to 6,000+ online courses through Udemy, and an annual $3,000 stipend for your professional development
  • Investment in your wellness: access to mental health support via Modern Health, paid concierge medical membership, pet insurance, fitness membership subsidy, and commuter subsidy
  • Free subscription to Tinder Gold

Salary Range:

$23
-
$27
per hour

Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.

We don’t just

accept

difference, we

celebrate

it

We strive to build a workplace that reflects the rich diversity of our members around the world, and we value unique perspectives and backgrounds. Even if you don’t meet all the listed qualifications, we invite you to apply and show us how your skills could transfer. Tinder is proud to be an equal opportunity workplace where we welcome people of all sexes, gender identities, races, ethnicities, disabilities, and other lived experiences.

Learn more about inclusion at Tinder
Right Arrow

We don’t just

accept

difference, we

celebrate

it

We strive to build a workplace that reflects the rich diversity of our members around the world, and we value unique perspectives and backgrounds. Even if you don’t meet all the listed qualifications, we invite you to apply and show us how your skills could transfer. Tinder is proud to be an equal opportunity workplace where we welcome people of all sexes, gender identities, races, ethnicities, disabilities, and other lived experiences.

Learn more about inclusion at Tinder
Right Arrow

Ready to make sparks fly at Tinder?

Apply for this role

What life is like on the

Member Experience

team

"When I joined the operations team at Tinder I quickly realized that this move had the potential to be the most challenging and transformative one of my career."
Colm Lee-Roche
,
Launch Readiness Program Manager (MX)

Our hottest benefits for full time employees

Our hottest benefits for interns

Parental Leave

100% paid parental leave (including for non-birthing parents) and family forming benefits

Plan for the Future

100% 401(k) employer match up to 10%, Employee Stock Purchase Plan (ESPP)

Personal Growth

Mentorship through our MentorMatch program, access to 6,000+ online courses through Udemy, and an annual $3,000 stipend for your professional development

Give back

Time off to volunteer and charitable donations matched up to $15,000 annually

Investment in your wellness

Access to mental health support via Modern Health, paid concierge medical membership, pet insurance, fitness membership subsidy, and commuter subsidy

Unlimited PTO

With no waiting period and 10 annual wellness days

Stories from Life at Tinder

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