Global Escalations Specialist, Americas at Match Group

Los Angeles, California, United States

Match Group Logo
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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