Global Escalations Specialist, Member Experience (Singapore)

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 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 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.

Full-time

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