Global Escalations Specialist, Bumble Inc.
French Speaker
$48-60k
Online dating & networking app
Job no longer available
Online dating & networking app
1001+ employees
Job no longer available
$48-60k
1001+ employees
Company mission
To create a world where all relationships are healthy and equitable.
Role
Who you are
- 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 French
- 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
Desirable
- 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
- 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
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
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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