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Senior Global Escalations Specialist, Member Experience (Singapore)

Match Group
Full-time
On-site
Singapore
Specialist
Global Escalation Team:

Our Global Escalations team, within the Member Experience org, is dedicated to supporting and protecting our user base. We are looking for a Senior 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.


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 3+ years of experience
  • Bachelor degree or equivalent
  • 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
  • Strong attention to details
  • Ability to use critical thinking and logic to isolate and resolve issues
  • Experience leading projects and collaborating effectively with cross-functional partners.
  • Subject matter expertise in Trust & Safety, with the ability to support, mentor, and upskill team members.
  • Highly self-directed, with the ability to manage projects independently and deliver results with minimal oversight.

    • $ - $ a year
    None
    #MG #CustomerExperience #CustomerSupport #GlobalEscalations