Global Escalations Specialist

Matchgroup; Los Angeles (CA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical & mental health benefits

401(k) with company match up to 10%

Employee stock purchase program

Generous PTO and paid holidays

Professional development allowance

Job summary

Match Group is seeking a Global Operations Specialist to support member escalations spanning trust & safety and policy enforcement. The role investigates safety issues, abuse, bugs, and app functionality across platforms, enforcing Community Guidelines and Terms of Service.

You will communicate with cross-functional partners and help drive process improvements while maintaining high-quality investigations. This hybrid role supports multiple platforms and global teams.

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 and passion for helping people.
• Ability to use critical thinking and logic to isolate and resolve issues.

Responsibilities

• Protect ecosystem, prevent fraudulent activity, enforce TOS and improve user experience across dating platforms.
• Investigate and escalate sensitive issues to resolution across Trust & Safety and member support.
• Investigate bug reports and coordinate with Engineering to resolve issues.
• Collect user feedback on product and feature rollouts.
• Handle high-pressure issues, gray areas, and policy/process changes.
• Address sensitive content issues (graphic content, hate speech).
• Coordinate with cross-functional partners across multiple teams.
• Contribute to or own projects and drive process improvements.

Skills

Analytical skills

Time management

Attention to detail

Communication

Flexible & adaptable

Multitasking

Critical thinking

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 & 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.

Responsibilities

• 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.

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

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.

• 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.