Senior Global Escalations Specialist, Member Experience

About The Team

Tinder connects millions globally, continuously expanding its reach and influence. The Global Escalations team within Member Experience is devoted to supporting and safeguarding our user base worldwide. This role focuses on managing complex escalations relating to Trust & Safety and customer support.

Role Overview

• Protect the Tinder platform by preventing fraud, enforcing policies, and improving user experience.
• Investigate and resolve sensitive and complex escalations involving Trust & Safety and support issues.
• Collaborate with Engineering on bug and app functionality issues for timely resolution.
• Analyze user feedback from new features and launches to inform improvements.
• Handle challenging situations and evolving policies with professionalism and sound judgment.
• Evaluate and respond to sensitive content such as harassment, hate speech, and graphic materials.
• Work closely with cross-functional teams including Member Experience, Engineering, Communications, Marketing, Legal, and external support.
• Participate in process improvement initiatives to enhance workflows and operational efficiency.

Candidate Profile

• Possess a bachelor’s degree or equivalent qualification.
• Minimum of 3 years experience in a comparable position.
• Familiarity with Zendesk or similar support platforms.
• Ability to quickly comprehend, assess, and summarize intricate cases.
• Strong analytical and problem-solving competencies with meticulous attention to detail.
• Comfortable operating in a dynamic, fast-paced environment.
• Effective in managing multiple priorities while maintaining quality under pressure.
• Excellent time management and task prioritization skills.
• A fast learner who is proactive and solution-focused.
• Collaborative team player with excellent interpersonal skills.
• Technologically adept with strong troubleshooting capabilities.
• Passionate about delivering supportive and positive user experiences.
• Proficient critical thinker capable of logically isolating and resolving issues.
• Experience with project management and cross-team coordination.
• Expertise in Trust & Safety, including supporting and mentoring colleagues and promoting best practices.
• Self-motivated and able to manage projects independently and meet objectives with minimal guidance.

Additional Information

• Applicants must be authorized to work in Singapore without the need for work pass sponsorship.
• Only shortlisted candidates will be contacted due to high application volume.

Interview Process

The hiring process includes assessment, recruiter screening, interviews with the hiring manager and team, and a final panel interview. Interview stages may vary depending on scheduling and business requirements.