Senior Global Escalations Specialist, Member Experience (Singapore)

Tinder; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

Tinder is seeking a Global Escalations Specialist in Singapore to manage complex member escalations across Trust & Safety and Support operations. This role is integral in investigating safety concerns and ensuring compliance with Community Guidelines.

The ideal candidate has a Bachelor's degree, at least 3 years of relevant experience, and strong analytical and problem-solving skills. Join a dynamic team dedicated to enhancing user experiences and protecting the Tinder ecosystem.

Qualifications

• 3+ years of experience in a similar role.
• Ability to navigate high-pressure situations with professionalism.
• Experience in project management and cross-functional collaboration.

Responsibilities

• Help protect the Tinder ecosystem from fraudulent activity.
• Investigate and resolve escalations related to Trust & Safety.
• Collaborate closely with cross-functional teams.

Skills

Analytical skills

Problem-solving

Collaboration

Attention to detail

Time management

Education

Bachelor’s degree or equivalent

Tools

Zendesk

Job description

About the Team

At Tinder, we bring people together. With tens of millions of users and a presence in nearly every country around the world, our impact is global—and growing rapidly. The work you do here can help create safer, more meaningful experiences for millions of people.

The Global Escalations team, part of the Member Experience organization, is dedicated to supporting and protecting our user community. We are seeking a Global Escalations Specialist to manage complex member escalations across Trust & Safety and Support operations.

This team is responsible for investigating safety concerns, abuse reports, platform issues, and escalated support cases, while ensuring compliance with Tinder’s Community Guidelines and Terms of Service.

What You'll Do

• Help protect the Tinder ecosystem by preventing fraudulent activity, enforcing Terms of Service, and enhancing the overall member experience.
• Investigate, troubleshoot, and resolve complex and sensitive escalations related to Trust & Safety and member 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 Member Experience, Engineering, Communications, Marketing, Legal, and outsourced support teams.
• Contribute to team initiatives and continuously identify opportunities to improve processes, workflows, and operational efficiency.

What We're Looking For

• Bachelor’s degree or equivalent
• At least 3 years of experience in a similar 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