Sr. Customer Support Program Analyst
Dallas, TexasFull-TimeMid-levelSupport / Customer Success
How You’ll Make an Impact:
- Develop and maintain customer support workflows for Tinder and other Match Group brands ensuring agent teams have clear and structured information to provide customer support.
- Lead process optimization efforts based on hands-on knowledge of day-to-day operations and using customer and agent feedback to ensure solutions are practical and deliver customer value.
- Identify bottlenecks, inefficiencies, outdated content, and areas for improvement through feedback loops with relevant teams.
- Use both behavioral and operational data to acquire comprehensive insights into customer needs and preferences.
- Collaborate with operations, training, quality, and knowledge teams to implement new and updated workflows ensuring agent understanding and adoption.
- Ideate on opportunities to enhance the customer support experience with new technologies, tools, or operational workflows.
We Could Be a Match if You Have:
- 3-5 years of experience in customer service, process improvement, or technical writing.
- Proven ability to understand complex processes and translate them into practical workflows that can be completed at scale.
- Strong writing skills with a focus on clarity, usability, and consistency.
- Understanding the voice of the customer dynamics and ability to take qualitative and quantitative insights and turn into meaningful process improvements.
- Collaborative with experience engaging with different types of roles and levels, including operations, quality, training, legal, and product.
- Solid organizational skills, with ability to manage multiple projects and competing priorities.
