Global Operations Specialist, Tinder
Swipe-based dating app
Be an early applicant
Swipe-based dating app
1001+ employees
Be an early applicant
1001+ employees
Company mission
To power and inspire real connections by making meeting easy and fun for every new generation of singles.
Role
Who you are
- We are looking for someone who has a customer focus while balancing operational needs for efficiency and effectiveness, someone who is comfortable working on difficult issues, communicating effectively, demonstrating critical thinking and spotting systemic gaps (and working to fix them)
- Positivity and attention to detail are a must. If you are a team player with a passion for problem solving, we want to hear from you
- At least 2 years of experience in a customer experience facing role
- Basic working knowledge of Zendesk
- Strong ability to quickly understand, assess, and summarize complex cases
- Excellent analytical and problem-solving skills, with sound judgment and attention to detail
- Highly adaptable and comfortable working in a fast-paced, dynamic environment
- Proven ability to manage multiple priorities and maintain high-quality work under pressure
- Outstanding time management and prioritization skills
- A quick learner with a proactive and solutions-oriented mindset
- Strong collaboration and teamwork skills
- Technically savvy, with the ability to navigate systems and troubleshoot issues effectively
- Passion for helping people and creating positive user experiences
- Demonstrated critical thinking skills and the ability to logically isolate and resolve issues
- Experience in project management and cross-functional collaboration, with the ability to coordinate effectively across teams and stakeholders
- Subject matter expertise in Trust & Safety, with the ability to support, mentor, and upskill team members while promoting best practices
- Self-driven and proactive, with the ability to manage projects independently and deliver results with minimal supervision or direction
What the job involves
- We are looking for a Specialist for our Global Operations team supporting users globally during the APAC timezone
- As a Global Operations Specialist, you will provide dedicated support by handling the most complex and critical customer issues
- This team is responsible for investigating safety concerns, abuse reports, platform issues, and escalated support cases, while ensuring compliance with Match Group’s Community Guidelines and Terms of Service across all of the brands we support
- Help protect the Match Group ecosystem by preventing fraudulent activity, enforcing Terms of Service, and enhancing the overall user experience
- Investigate, troubleshoot, and resolve complex and sensitive escalations related to Trust & Safety and customer support
- Review bug reports and application functionality issues, partnering with Engineering teams to facilitate resolution
- Gather and analyze user feedback related to new product launches and feature rollouts
- Navigate high-pressure situations, ambiguous scenarios, and evolving policies with sound judgment and professionalism
- Review and address sensitive content, including graphic material, harassment, hate speech, and other policy violations
- Collaborate closely with cross-functional partners across Trust & Safety Teams, Engineering, Communications, Marketing, Legal, and outsourced support teams
- Contribute to team initiatives and continuously identify opportunities to improve processes, workflows, and operational efficiency
- Team members schedules may change every 6 months. The work week is defined as Sunday through Saturday and therefore weekend work for each 6 month cycle is possible. Team members will be scheduled 5 working days each work week, with two consecutive non-working days off
Application process
- Zoom call with Recruiter, 30 mins
- Zoom call with Coordinator, Global Escalations, 30 mins
- Zoom call with Senior Manager, Global Escalations, 45 mins
- Zoom call with Senior Manager, Global Escalations, 30 mins
Our take
In today's society, online communication is rapidly replacing face-to-face interaction across various aspects of life, including professional, platonic, and even romantic relationships. Dating apps like Tinder, with their quick sign-ups and swipe-based interface, have revolutionised the way people connect.
Tinder's innovative approach has significantly reduced the social stigma associated with online dating. This, coupled with the global rise of smartphones, has created a strong tailwind for the app. However, Tinder faces new challenges from competitors like Hinge, Bumble, and Thursday, who all capitalise on similar "swipe-based" mechanics, potentially attracting users away from the platform.
To address this, Tinder is actively seeking ways to reinvent its core product. The company is exploring the development of "Tinderverse", a shared virtual reality experience. Additionally, it is testing "Tinder Coins", an in-app currency earned through positive user behavior, allowing access to premium features. These initiatives demonstrate Tinder's commitment to remaining at the forefront of the ever-evolving online dating landscape.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Mind & Body: Take care of yourself with benefits to keep you physically and mentally healthy.
- Company Perks: As winners of Comparably’s 2022 Best Company Perks and Benefits Award, we’re proud to say we provide perks that make a difference
- Life @ Tinder: We support each other— from informal check-ins to snacks + catered lunches at HQ to the flexibility to take time off when you need it
Company HQ
Sunset Strip, West Hollywood, CA
Salary benchmarks
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