Global Escalations Specialist

Match Group 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 Core Operations 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 Match Group's Community Guidelines and Terms of Service.

How you'll make an impact:
Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the member 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 could be a match if you have:
Minimum of 1+ years in a similar roleBasic 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


Why Match Group?

Our mission is simple – to help people find love and happiness! We love our employees too and understand the importance of all life's milestones. Here are some of the benefits we are proud to offer:

Mind & Body – Medical, mental health, and wellness benefits to support your overall health and well-being
Financial Wellness – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security
Unplug – Generous PTO and 18 paid holidays so you can unplug
Career – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work
Family – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
Company Gatherings – We host fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging!

We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic. Period.

If you require a reasonable accommodation to participate in the hiring process — such as during pre-employment testing or interviews — please indicate this by selecting “Yes” in the accommodation request field. We’ll reach out to discuss your needs if you're selected for the interview stage.

#Match


The compensation range listed above is representative of the base salary offered.
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 range is reflective of a position based in Los Angeles, California. 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.