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Hinge

Global Escalations Specialist

3+ months agoWest Hollywood, CA
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

PLEASE NOTE: this position requires a full work day on the weekend, in exchange for a day off during the week

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 judgement
  • 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

As part of our team, you’ll enjoy:

• Working on a product that has an immediate impact on people’s lives all around the world
• Collaborating with a team of creative, fun and driven colleagues 
• Comprehensive health coverage, competitive salary, 401(k) employer match, Employee Stock Purchase Plan (ESPP)
• Other perks and wellness benefits like a fitness membership subsidy, paid concierge medical membership, pet insurance offerings, and a commuter subsidy  
• Access to mental health resources
• Fertility preservation benefits
• No Meeting Wednesdays, an annual Learning + Development stipend, and access to a wide range of product and service discounts through Perkspot
• Charitable donations match up to $15,000 annually 
• Monthly and weekly interactive virtual events including Book Club, trivia with prizes and yoga workouts
• The opportunity to join six active Employee Resource Groups (ERGs)


At Tinder, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our product, and our community. We strive to make our workplace an inclusive and diverse environment, giving people from all walks of life the opportunity to have a voice. We champion and encourage those who bring different perspectives, ideas, and creativity to join our team  dedicated to bringing people together across the globe. Tinder is proud to be an equal opportunity workplace where we welcome all people regardless of sex, gender identity, race, ethnicity, disability, or other lived experience.
Job ID: 119c16b3-deb9-4d90-92d3-06e22d3ceb8c
Employment Type: Other