CX Support Manager, Grindr
$145-170k
Salary is partially dependant on applicants location. Eligible for company bonus and equity
Social networking app for gay, bi, trans, and queer people
Open for applications
Social networking app for gay, bi, trans, and queer people
201-500 employees
Open for applications
$145-170k
Salary is partially dependant on applicants location. Eligible for company bonus and equity
201-500 employees
Company mission
To connect queer people with one another and the world.
Role
Who you are
- 7+ years of experience in customer support management/ program management in a fast-paced, high-volume growing environment
- Experience with and willingness to build a tiered support infrastructure that makes customer support a core driver of success and growth for the company
- Partner and engage with external vendors and internal teams to solve customer issues holistically
- Comfort with technical concepts — able to triage and escalate bugs or contribute to forward-thinking solutions (including AI-based tools)
- Excellent verbal and written communication skills
- Familiarity with tools like Zendesk, Looker
Desirable
- Experience developing and refining both safety and non-safety related customer issues
- A background in designing and leading internal and external education initiatives around new product launches and policy compliance
- Experience analyzing CX data to assess support effectiveness and drive long-term strategic
- Experience working for social media or dating apps
- Deep understanding of the queer community
- Background spanning both customer support and trust and safety
What the job involves
- Grindr (NYSE: GRND) is seeking an exceptional CX Support Manager who has a passion for supporting and advocating for the queer community
- Reporting to our Director of CX you will have the opportunity to work with teams across Grindr as a customer advocate and expert, and to build the future of support for our diverse and global user base
- Be Grindr’s in-house customer advocate and expert, championing a customer-centric vision and culture throughout the company
- Work closely with the rest of CX team to develop strategy, vision, and leadership for the support team, including finding opportunities for efficiency, automation and quality improvement
- Build and maintain trust in our brand by leading customer-facing channels, including the Help Center, Safety and Privacy Center, and all customer support communications
- E the bridge for communication between our customers and our organization, ensuring information is communicated clearly and effectively in both directions
- Oversee operations for all customer facing channels including trust & safety support processes like ban appeals
- Work cross-functionally with teams from across the company to handle customer issue escalations, making sure they are resolved in a timely manner
- Track trends in customer inquiries, comments, and complaints, and recommend improvements based on that feedback
- Share trends and reports with the rest of the company to truly bring the customer voice and pain points to the forefront
- Stay up-to-date with trends, best practices, new products and capabilities for customer support, success, and experience, and use this knowledge to make sure our customer experience is best in class
- Develop broad, team-wide expertise across a wide range of customer experience topics, including trust and safety
Our take
Grindr stands out as one of the foremost dating platforms, recognized for its role in fostering connections within the LGBT+ community. Initially conceived as a dating app tailored to gay men - an innovative concept at its inception - the company has evolved to embrace a broader spectrum of identities, proudly positioning itself as "the world's largest social networking app for gay, bi, trans, and queer people".
Offering a complimentary version alongside premium subscription tiers like "Grindr Xtra" and "Grindr Unlimited", Grindr follows the familiar model of many social and dating applications, Despite facing competition from platforms such as Jack'ds and Scruff, Grindr maintains its prominence within the market. However, the platform has encountered significant scrutiny regarding users' privacy, an issue that continues to spark controversy and debate.
In the dynamic landscape of digital connections, Grindr's evolution from a niche dating service to a comprehensive LGBT+ networking hub underscores its enduring relevance. As it navigates the challenges of privacy concerns amidst fierce competition, Grinder remains a pivotal space for individuals to forge meaningful connections and cultivate community within the LGBT+ space.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Jan 2016
$93m
LATE VC
Total funding: $93m
Company benefits
- 100% employer-paid medical, dental, and vision premiums for employees
- 401k Matching (up to 6%)
- Flexible PTO, sick-time, holidays, and two company wide shut-down weeks + an annual travel and leisure stipend
- Equity for all employees
- Monthly lifestyle stipend for food and wellness as well as fully catered onsite breakfast, lunch, and snacks
- Workshops, community projects, and legendary company parties
- Gender Affirmation Fund for transgender and gender non-conforming employees
- Queer-inclusive health benefits including LGBTQ consultative healthcare and expanded HRT shipped directly to employees in eligible states
- Monthly commuter stipend to get you to and from the office on in-person collaboration days
Company HQ
West Hollywood, Los Angeles
Leadership
George Arison
(CEO, not founder)Former Product Manager at Google. They are a founding member of Shift. They took over the role of CEO at Grindr from Jeff Bonforte in October 2022.
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