Escalations Quality Analyst

Know where you belong!

Match Group is a leading provider of dating products across the globe. Our portfolio includes Tinder, Hinge, Match-Meetic, PlentyOfFish, Okcupid, The League, Archer, Salams and others, each designed to spark meaningful connections for singles worldwide. Creating a sense of belonging doesn’t stop at our products - it’s the foundation of every team we hire.

When it comes to dating, the connection starts online, but the real magic happens once you meet in real life (IRL). We think the same is true for creating the best platforms, so we work together IRL in our office 3 days/week.

The Team:

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:
Strong command of English language
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

Interview plan :
Zoom call with Fatima-Ezzahra ABIDI, Recruiter, 30 mins
Zoom call with Caroline Caffey, 45 mins (Senior Manager, Global Escalations)
Zoom call with Michelle Connor 30 mins (Coordinator, Global Escalations)
Zoom call with Devika Cushalappa, 30 mins (Senior Manager, Global Escalations)


Why Match Group?

Work on products that impact millions, collaborating with global and diverse teams, shaping relationships and connections worldwide.

Providing premium healthcare, mental health support, emergency leavesBenefit from a healthy work-life balance in a flexible and welcoming environment.

Enjoy a modern office, close to transport and amenities.

Access lunch vouchers, a discounted ClassPass subscription.

Grow through e-learning, conferences, knowledge-sharing sessions, continuous learning programs, and global career opportunities Join regular social events like breakfasts, lunches, and apéros.

Use our products for free.

Match Group is an equal opportunity employer and we value the rich dynamics that diversity brings to our group.

If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please let your Talent Acquisition partner know.
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