Global Escalations Specialist

Hinge (View all Jobs)

Singapore, Singapore

Please mention No Whiteboard if you apply!
I'm a one-man team looking to improve tech interviews, and could use any support! 😄

Interview Process

1. Hiring manager screen 2. Take-home project 3. Discussions via Zoom that include pair-programming to iterate on homework and culture-fit interview

Tinder is on a mission to change the world by bringing people together and facilitating millions of connections that otherwise might not have been possible. The Workplace Experience team leads the strategic and tactical operations of our workplace experiences! Your work here can change the world. Our Global Escalations team, within the Member Experience org, is dedicated to supporting and protecting our user base. We are looking for a Global Escalations Specialist to help us handle member escalations spanning trust & safety and support policy.  Our Global Escalations team investigates safety issues, abuse, bugs & app functionality issues on the platform, along with enforcing Tinder's Community Guidelines and Terms of Service.
In this role you will:
  • Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the Tinder experience
  • Investigate, troubleshoot, and drive our most sensitive complex escalations to resolution, spanning topics across Trust & Safety and member support
  • Investigate bug and app functionality reports and work with relevant XFN team to help them resolve issues
  • Collect user feedback on new product and feature rollouts
  • Be comfortable dealing with high-pressure issues, gray areas and policy/process changes
  • Address sensitive content issues (graphic content, hate speech, etc.)
  • Communicate & co-ordinate with cross-functional partners across Member Experience, Engineering, Comms, Marketing, Legal, outsourced partner teams and more
  • Contribute to or own organizational projects and consistently drive process improvements to support the team’s goals and objectives. 
  • We're looking for:
  • 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, 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's degree or higher or equivalent
  • As part of our team, you’ll enjoy:

    - Working on a product that has an immediate impact on people’s lives all around the world
    - Comprehensive health insurance coverage, including medical, dental and vision
    - 20 paid vacation days
    - Perks include mobile phone reimbursement and a fitness membership subsidy
    - No Meeting Wednesdays 
    - The opportunity to join six active Employee Resource Groups (ERGs)

    Please mention No Whiteboard if you apply!
    I'm a one-man team looking to improve tech interviews, and could use any support! 😄

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