Senior Global Escalations Specialist, Member Experience

About the Role

Join Tinder's Global Escalations team within the Member Experience department, where you'll play a crucial role in safeguarding and enhancing the experience of millions of users worldwide. This team handles intricate user escalations linked to Trust & Safety and customer support, investigating safety issues, abuse reports, and platform disruptions while ensuring adherence to the company's Community Guidelines and Terms of Service.

Key Responsibilities

• Protect the Tinder platform by identifying and preventing fraudulent behaviors and enforcing policies.
• Analyze and resolve complex, sensitive escalated cases relating to Trust & Safety and member support.
• Examine bug reports and application issues, collaborating closely with Engineering teams to drive solutions.
• Collect and assess user feedback regarding new features and product launches.
• Respond thoughtfully in high-pressure, ambiguous situations, applying sound judgment and maintaining professionalism.
• Review sensitive content such as graphic materials, harassment, hate speech, and other violations of platform policies.
• Work in tandem with diverse internal teams including Member Experience, Engineering, Communications, Marketing, Legal, and external support partners.
• Engage in continual process improvement, helping to optimize workflows and operational efficiency.

Candidate Profile

• Possess a bachelor's degree or equivalent qualification.
• Bring at least three years of experience in related roles focusing on escalations or trust & safety.
• Familiarity with Zendesk or similar support platforms is essential.
• Exhibit strong analytical abilities and problem-solving skills with keen attention to detail.
• Adapt well to fast-changing, dynamic work environments.
• Manage multiple priorities effectively while maintaining work quality under pressure.
• Demonstrate excellent time management and prioritization capabilities.
• Show a proactive, solution-driven approach and quick learning ability.
• Collaborate effectively within teams and across functions.
• Be technically adept in troubleshooting and navigating various systems.
• Have a passion for customer support and improving user experiences.
• Exhibit sound critical thinking and logical problem resolution techniques.
• Possess project management experience and the ability to coordinate cross-functional initiatives.
• Hold subject matter expertise in Trust & Safety, including mentoring and knowledge sharing.
• Be self-motivated, capable of driving projects independently with minimal oversight.

Additional Information

• The role requires candidates to be authorized to work in Singapore without a work pass sponsorship.
• Only shortlisted applicants will be contacted due to high application volumes.

Interview Process

The selection includes assessment, recruiter screening, interviews with hiring managers and team members, followed by a final panel interview. Processes may vary depending on business needs and candidate availability.