Global Operations Specialist

Tinder; Ireland; Remote; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Mind & Body

Company Perks

Life @ Tinder

Job summary

Tinder is seeking a Global Operations Specialist to support users worldwide, including APAC, from Ireland. You will handle complex customer issues, investigate safety concerns, and coordinate with Engineering, Legal, and Marketing teams to improve processes and policies.

The role emphasizes cross-functional collaboration, data-driven problem solving, and adaptability in a fast-paced environment, with weekend rotations and shifting schedules as part of the team.

Qualifications

• At least 2 years of experience in a customer experience facing role.
• Strong ability to quickly understand, assess, and summarize complex cases.
• Excellent analytical and problem-solving skills with sound judgment.

Responsibilities

• Provide dedicated support by handling the most complex and critical customer issues.
• Investigate safety concerns, abuse reports, platform issues, and escalated support cases.
• Collaborate with cross-functional partners across Trust & Safety, Engineering, Communications, Marketing, Legal, and outsourced teams.
• Review bug reports and application functionality issues with Engineering to facilitate resolution.

Skills

Customer experience

Cross-functional collaboration

Project management

Analytical thinking

Tools

Zendesk

Job description

We are looking for a Specialist for our Global Operations team supporting users globally during the APAC timezone

As a Global Operations Specialist, you will provide dedicated support by handling the most complex and critical customer issues

This team is responsible for investigating safety concerns, abuse reports, platform issues, and escalated support cases, while ensuring compliance with Match Group’s Community Guidelines and Terms of Service across all of the brands we support

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

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

Benefits

• Mind & Body: Take care of yourself with benefits to keep you physically and mentally healthy.
• Company Perks: As winners of Comparably’s 2022 Best Company Perks and Benefits Award, we’re proud to say we provide perks that make a difference
• Life @ Tinder: We support each other— from informal check-ins to snacks + catered lunches at HQ to the flexibility to take time off when you need it

We are looking for someone who has a customer focus while balancing operational needs for efficiency and effectiveness, someone who is comfortable working on difficult issues, communicating effectively, demonstrating critical thinking and spotting systematic gaps (and working to fix them)Positivity and attention to detail are a must. If you are a team player with a passion for problem solving, we want to hear from youStrong ability to quickly understand, assess, and summarize complex casesStrong collaboration and teamwork skillsExperience in project management and cross-functional collaboration, with the ability to coordinate effectively across teams and stakeholdersExcellent analytical and problem-solving skills, with sound judgment and attention to detailHighly adaptable and comfortable working in a fast-paced, dynamic environmentProven ability to manage multiple priorities and maintain high-quality work under pressureDemonstrated critical thinking skills and the ability to logically isolate and resolve issuesSubject matter expertise in Trust & Safety, with the ability to support, mentor, and upskill team members while promoting best practicesSelf-driven and proactive, with the ability to manage projects independently and deliver results with minimal supervision or directionA quick learner with a proactive and solutions-oriented mindsetTechnically savvy, with the ability to navigate systems and troubleshoot issues effectivelyAt least 2 years of experience in a customer experience facing rolePassion for helping people and creating positive user experiencesOutstanding time management and prioritization skillsBasic working knowledge of Zendesk