Global Escalations Specialist, Member Experience (Singapore)

The Team:

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 our 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

Recruiting Information
Work Type: Permanent
Interview Process: Recruiter Call > Written Assessment > Hiring Manager Interview > 4 Cultural Alignment Interviews
Please note that only candidates who are legally authorized to work in Singapore will be considered


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