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Senior Investigator - Critical Safety Programs

Manhattan, NY
The Match Group Safety team is on a mission to create safer platforms and communities for all. As a Senior Investigator within the Critical Safety Incident Program you’ll join Match Group’s growing Safety & Social Advocacy Team to execute on the company’s strategy to enhance user safety for Match Group’s portfolio of brands. This role will report to the Senior Manager of Critical Safety Programs and will work within the central safety program to help build safety incident workflows and processes to receive, investigate, and respond to critical user safety incidents across all Match Group brands.

The Role

  • Handle a high volume caseload of urgent and critical incident types
  • Provide thorough, detailed investigations using various support platforms (email) to develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders
  • Review safety cases, bans and appeals as well as handle escalations across all brands at a concierge level of support
  • Collaborate across teams to identify, research, and recommend solutions to investigative matters
  • Conduct root cause analysis and investigations in response to escalations and incidents
  • Maintain excellent interpersonal skills and professionalism while delivering outstanding customer service
  • Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
  • Learn and master multiple knowledge base and contact management systems
  • Act with a sense of urgency to ensure the complete, accurate and timely completion of your caseload within strict service level and quality agreements
  • Define and evaluate user abuse metrics, and come up with novel ways to investigate what’s driving these metrics
  • Perform in-depth investigative analysis and look for patterns and trends to identify potential new safety issues

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Your Expertise

  • AA Degree, and/or pursuing a degree in Criminal Justice, Sociology, Business, or Communications
  • Investigations experience in Law Enforcement, Claims Liability, HR
  • Experience in Crisis Management and/or Sensitivity Training
  • Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
  • Comfortable making difficult decisions or recommendations in relation to case investigations
  • Experience in content moderation, customer support/help center operations
  • One year of experience conducting investigations or handling urgent and high-priority issues, such as safety concerns, critical incidents, fraud or financial crimes
  • Commitment to excellence in behavior, performance and work product
  • Organized and self-driven with an excellent ability to handle a large caseload
  • Excellent oral, written and interpersonal communication skills with the ability to communicate complex information accurately, clearly and quickly to all levels of management
  • Proven computer and time management skills
  • Ability to adjust and adapt in a dynamic work environment
  • Very comfortable exercising judgement based on experience within a highly ambiguous environment
  • Willingness to work weekends, holidays and outside a standard 8 to 5 shift

Preferred Skills:

  • BA/BS degree, and/or pursuing a degree in Criminal Justice, Sociology, Business, or Communications
  • 3+ years of experience in Trust & Safety or Critical Safety operations
  • Highly trained in critical safety incidents & response protocols, victim advocacy, or crisis response

Why Match Group?

Our mission is simple – to help people find love and happiness!
We love our employees too – here are some examples how:

Annual training budget for each employee
100% employer match on 401k contributions
Specific COVID-19 allowance for home office set-up
Matched giving to qualified organizations
100% paid Parental Leave
Happy Hours and Company events (they are all virtual now, but still a ton of fun!)
We value diversity at our company and will never discriminate based on someone’s race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 
Job ID: 5220d89c-fe65-47ea-9d3d-1bcf089a1910
Employment Type: Other