Global Escalations Specialist, Americas at Match Group

Los Angeles, California, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Online Dating, TechnologyIndustries

Requirements

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 and 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

Responsibilities

Protect the ecosystem, prevent fraudulent activity, enforce TOS, and help improve the member experience
Investigate, troubleshoot, and drive sensitive complex escalations to resolution across Trust & Safety and member support
Investigate bug and app functionality reports and work with Engineering to resolve issues
Collect user feedback on new product and feature rollouts
Deal with high pressure issues, gray areas, and policy/process changes
Address sensitive content issues (graphic content, hate speech, etc.)
Communicate and coordinate with cross-functional partners (Member Experience, Engineering, Comms, Marketing, Legal, outsourced teams, etc.)
Contribute to organizational projects and drive process improvements to support team goals

Skills

Zendesk

analytical skills

trust and safety

escalations handling

TOS enforcement

bug investigation

cross-functional communication

process improvement

Match Group

Provides online dating and social discovery

About Match Group

Match Group leverages the Swipe feature® and social discovery, facilitating deeper connections through its portfolio of online dating brands, with a global presence and availability in over 40 languages.

Dallas, TexasHeadquarters

1986Year Founded

$400MTotal Funding

IPOCompany Stage

Consumer Software, Social ImpactIndustries

1,001-5,000Employees

Benefits

Medical/Dental/Vision Insurance

Charitable Matching Program

Retirement Matching Funds

Training and Education Allowance

Performance Bonuses

Mental Health Counseling

Risks

Increased competition from AI-driven dating apps may draw users away.

Privacy concerns and data breaches could impact reputation and operations.

Free dating apps with innovative features may pressure Match Group's pricing models.

Differentiation

Match Group offers nearly 50 brands catering to diverse dating communities.

The company generates revenue through subscription, transaction, and advertising models.

Match Group operates globally, available in over 200 countries and 40 languages.

Upsides

Increased interest in AI-driven matchmaking enhances user experience and engagement.

Growing trend of VR integration offers immersive dating experiences.

Rising demand for niche platforms caters to specific interests and communities.

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