Global Trust & Safety 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

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