Global Escalations Specialist

PowerToFly; Los Angeles (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Mind & Body benefits

Financial Wellness (401k match)

Unplug: generous PTO & holidays

Career development allowances

Family support & parental leave

Company gatherings

Job summary

Match Group is seeking a Global Operations Specialist to handle member escalations across trust & safety and policy, investigating issues from abuse to app functionality with cross-functional partners. You’ll work in a high-volume environment, prioritizing fast, accurate resolution while collecting user feedback on product rollouts.

You will coordinate with Engineering, Comms, Marketing, Legal, and partner teams, contributing to process improvements and ensuring a safe, reliable user experience

Qualifications

• Bachelor's degree or higher, or equivalent.
• Minimum of 1+ years in a similar role.
• Basic knowledge of Zendesk.
• Ability to understand and summarize complex cases quickly.
• Outstanding analytical skills and excellent judgment.
• 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 details.
• Passion for helping people.
• Ability to use critical thinking and logic to isolate and resolve issues.

Responsibilities

• Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve user experience across dating app platforms.
• Investigate, troubleshoot, and drive escalations to resolution across Trust & Safety and member support.
• Investigate bug and app functionality reports and work with Engineering to resolve issues.
• Collect user feedback on new product and feature rollouts.
• Communicate and coordinate with cross-functional partners across Trust & Safety, Engineering, Comms, Marketing, Legal, outsourced partner teams and more.
• Contribute to or own organizational projects and drive process improvements to support the team’s goals and objectives.

Skills

Analytical skills

Judgment

Flexibility

Multitasking

Team player

Tech savvy

Attention to detail

Critical thinking

Empathy

Education

Bachelor's degree or higher

Tools

Zendesk

Job 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, HER, 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.

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 3 days/week.

Our Global Operations team, within the Trust and Safety org, is dedicated to supporting and protecting our user base. We are looking for a Global Operations Specialist to help us handle member escalations spanning trust & safety and support policy.

Our Global Operations team investigates safety issues, abuse, bugs & app functionality issues on many of Match Group’s platforms, along with enforcing Community Guidelines and Terms of Service.

How you’ll make an impact:

• Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the user experience across multiple dating app platforms

• 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 Trust & Safety, Engineering, Comms, Marketing, Legal, outsourced partner teams and more

• Contribute to or own organizational projects and consistently drive process improvements to support the team’s goals and objectives.

We may be a Match if:

• Bachelor's degree or higher, or equivalent

• Minimum of 1+ years in a similar role

• Basic knowledge of Zendesk

• Ability to understand and summarize complex cases quickly

• Outstanding analytical skills and excellent judgment

• 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 details

• Passion for helping people

• Ability to use critical thinking and logic to isolate and resolve issues

Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered.

This salary range is reflective of Los Angeles, CA. For all other locations, this salary may be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.

Why Match Group?

Our mission is simple – to help people find love and happiness! We love our employees too and understand the importance of all life's milestones. Here are some of the benefits we are proud to offer:

• Mind & Body – Medical, mental health, and wellness benefits to support your overall health and well-being
• Financial Wellness – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security
• Unplug – Generous PTO and 14 paid holidays so you can unplug
• Career – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work
• Family – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
• Company Gatherings – We host company events where our employees get to know each other and build a sense of connection and belonging!

We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic. Period.

If you require a reasonable accommodation to participate in the hiring process — such as during pre-employment testing or interviews — please indicate this by selecting “Yes” in the accommodation request field. We’ll reach out to discuss your needs if you're selected for the interview stage.