Global Escalations Specialist – Trust & Safety

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

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.