Global Escalations Specialist, Bumble Inc.

Spanish Speaker

$48-60k

This position is also typically eligible to participate in our short- and long-term incentive programs

Junior and Mid level

Remote from US

Online dating & networking app

Job no longer available

Online dating & networking app

1001+ employees

B2CArtificial IntelligenceAnalyticsCommunicationNetworkingSocialDatingMobile

Job no longer available

$48-60k

This position is also typically eligible to participate in our short- and long-term incentive programs

Junior and Mid level

Remote from US

1001+ employees

B2CArtificial IntelligenceAnalyticsCommunicationNetworkingSocialDatingMobile

Company mission

To create a world where all relationships are healthy and equitable.

Job

Company

Role

Who you are

We are looking for a passionate and driven individual to join our Community Operations team
We aim to support our members 7 days a week so ask that you're comfortable being flexible with working hours and being scheduled to work at least one of the working days over a weekend
Minimum 2+ years experience in a customer service team or an equivalent environment in an escalations role or as a senior specialist
Excellent oral and written skills in English and Spanish. Additional fluency in French or German is a plus
Experience in a fast-paced, startup environment is a plus
Experience in RCA (Root Cause Analysis) and technical troubleshooting
Experience with SQL or spreadsheet software, and using data to drive strategy and business action preferred but not required
You are flexible, self-motivated, dedicated, and hard-working
You have a positive approach together with a willingness to learn
You are able to understand and summarise complex cases quickly
You have outstanding analytical skills and excellent judgement
You have the ability to use critical thinking and logic to isolate and resolve issues
You are enthusiastic and fun to work with
You are deeply passionate about Bumble's brand vision and values

What the job involves

Working for both the Badoo and the Bumble brands, the Global Escalations Specialist will be responsible for handling member escalations and contributing to reducing the number of escalations we receive by analysing the root cause and providing recommendations and solutions
Investigate and troubleshoot the most sensitive and complex escalations to resolution, spanning topics including but not limited to data privacy, billing and technical support
Gather, analyse and utilise relevant data and escalation trends to develop improvements to the overall escalation process, provide recommendations for process, policy and product improvements
Performing RCA (Root Cause Analysis) to reduce the number of escalations that we receive
Handle high pressure escalations and grey areas, and collaborate with cross functional experts, when appropriate, to resolve issues swiftly
Investigate bug and app functionality reports and work with the Engineering Team to help them resolve issues
Communicate and collaborate with global cross-functional teams partners across Community Operations, Engineering, Product, Marketing, Legal, outsourced partner teams and more to problem-solve and develop solutions
Manage internal escalations in an efficient and timely manner

Application process

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc)

Our take

Since launching in 2014, Bumble has been one of the fastest growing dating apps in the world. It now boasts over 12.3 million monthly active users, and is consistently in the top 10 of lifestyle apps in the US.

Bumble's founder was a co-founder and VP of Marketing at Tinder (she ultimately left among allegations of sexism at the company). This would have given her great insights and experience into the dating market as it began to come online - enabling the company to build for what people want.

Bumble's selling point, as it competes with a pile of other dating apps, is that is empowers women to make the first move by giving them the ability to control the conversation. This has certainly proved popular, and is no doubt one of the reasons behind its success so far.

Steph

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

Top investors

51% female employees

26% employee growth in 12 months

Glassdoor (3.7)

Company

Funding (1 round)

Sep 2014

$10m

EARLY VC

Total funding: $10m

Company benefits

Unlimited paid time off
Company-wide week off twice a year
Focus Fridays
Family & compassionate paid leave
26 weeks parental leave
Equity
Private Medical Insurance
Private Dental Insurance
Maven Fertility Access
Lunch and snacks in the office, 3 days a week
Learning & Development Budget
Wellness and gym allowance
Premium app access
Bumble Merch discounts
Vision Insurance
Accident Insurance
401k Retirement plan (4% matching)
Hospital Insurance
Life Insurance
Short-term and Long-Term Disability Insurances

Company HQ

Rosedale, Austin, TX

Leadership

Whitney Wolfe Herd

(Executive Chair)

Former CEO of the company. Previously Co-founder and VP of Marketing at Tinder.

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