Description
Know where you belong! Match Group is a leading provider of dating products across the globe. Our portfolio includes Tinder, Hinge, Match-Meetic, PlentyOfFish, Okcupid, The League, Archer, Salams and others, each designed to spark meaningful connections for singles worldwide. Creating a sense of belonging doesn’t stop at our products - it’s the foundation of every team we hire. 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. When it comes to dating, the connection starts online, but the real magic happens once you meet in real life (IRL). We think the same is true for creating the best platforms, so we work together IRL in our Dublin office 3 days/week. In this role you will: Help protect the Match Group ecosystem by preventing fraudulent activity, enforcing Terms of Service, and enhancing the overall user experience. Investigate, troubleshoot, and resolve complex and sensitive escalations related to Trust & Safety and customer support. Review bug reports and application functionality issues, partnering with Engineering teams to facilitate resolution. Gather and analyze user feedback related to new product launches and feature rollouts. Navigate high-pressure situations, ambiguous scenarios, and evolving policies with sound judgment and professionalism. Review and address sensitive content, including graphic material, harassment, hate speech, and other policy violations. Collaborate closely with cross-functional partners across Trust & Safety Teams, Engineering, Communications, Marketing, Legal, and outsourced support teams. Contribute to team initiatives and continuously identify opportunities to improve processes, workflows, and operational efficiency. PLEASE NOTE: Team members schedules may change every 6 months. The work week is defined as Sunday through Saturday and therefore weekend work for each 6 month cycle is possible. Team members will be scheduled 5 working days each work week, with two consecutive non-working days off. What we are looking for: At least 2 years of experience in a customer experience facing role Basic working knowledge of Zendesk. Strong ability to quickly understand, assess, and summarize complex cases. Excellent analytical and problem-solving skills, with sound judgment and attention to detail. Highly adaptable and comfortable working in a fast-paced, dynamic environment. Proven ability to manage multiple priorities and maintain high-quality work under pressure. Outstanding time management and prioritization skills. A quick learner with a proactive and solutions-oriented mindset. Strong collaboration and teamwork skills. Technically savvy, with the ability to navigate systems and troubleshoot issues effectively. Passion for helping people and creating positive user experiences. Demonstrated critical thinking skills and the ability to logically isolate and resolve issues. Experience in project management and cross-functional collaboration, with the ability to coordinate effectively across teams and stakeholders. Subject matter expertise in Trust & Safety, with the ability to support, mentor, and upskill team members while promoting best practices. Self-driven and proactive, with the ability to manage projects independently and deliver results with minimal supervision or direction. As part of our team, you’ll enjoy: The hustle of a startup with the impact of a global business Tremendous opportunity to solve some of the industry’s most exciting problems Working with an extraordinary team of smart, creative, fun and highly motivated people Comprehensive health coverage, competitive pay, team bonding events, yoga classes and social events Interview Plan Zoom call with Recruiter, 30 mins Zoom call with Coordinator, Global Escalations, 30 mins Zoom call with Senior Manager, Global Escalations, 45 mins Zoom call with Senior Manager, Global Escalations, 30 mins Why Match Group ? Work on products that impact millions, collaborating with global and diverse teams, shaping relationships and connections worldwide. Providing premium healthcare, mental health support, emergency leaves Benefit from a healthy work-life balance in a flexible and welcoming environment. Enjoy a modern office, close to transport and amenities. Access lunch vouchers, a discounted ClassPass subscription Grow through e-learning, conferences, knowledge-sharing sessions, continuous learning programs, and global career opportunities Join regular social events like breakfasts, lunches, and apéros. Use our products for free.