In this role you will:
- Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the Match Group 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 Engineering 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
- 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.
You’ll need:
- Minimum of 2+ years in a similar role
- Basic knowledge of Zendesk
- Ability to understand and summarize complex cases quickly
- Outstanding analytical skills and excellent judgement
- 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 detail
- Passion for helping people
- Ability to use critical thinking and logic to isolate and resolve issues
- Bachelor degree or higher or equivalent
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 / onsite interview (Dublin) 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.
