Aimed at mid-level to senior Trust & Safety professionals with technical acumen who thrive in dynamic, cross-functional environments.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from Matchgroup via Lever
Match Group Shared Care and Moderation Services provides operational support for brands such as Tinder, Match.com, Meetic, OkCupid, Plenty of Fish, BLK, and many more. The department includes moderation and customer service operations, strategic support through teams like policy, knowledge management, customer experience, analytics, and delivers on key Trust and Safety and Customer Care KPIs. This department moves fast to build sustainable solutions that can support the growing business.
We are looking for a Specialist for our Global Operations team supporting users globally during the APAC timezone. As a Global Operations Specialist, you will provide dedicated support by handling the most complex and critical customer issues. This team is responsible for investigating safety concerns, abuse reports, platform issues, and escalated support cases, while ensuring compliance with Match Group’s Community Guidelines and Terms of Service across all of the brands we support. We are looking for someone who has a customer focus while balancing operational needs for efficiency and effectiveness, someone who is comfortable working on difficult issues, communicating effectively, demonstrating critical thinking and spotting systemic gaps (and working to fix them). Positivity and attention to detail are a must. If you are a team player with a passion for problem solving, we want to hear from you.
In this role you will::
- Help protect the Match Group ecosystem by preventing fraudulent activity, enforcing Terms of Service, and enhancing the overall user experience.
- Investigate, troubleshoot, and resolve complex and sensitive escalations related to Trust & Safety and customer 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 Trust & Safety Teams, Engineering, Communications, Marketing, Legal, and outsourced support teams.
- Contribute to team initiatives and continuously identify opportunities to improve processes, workflows, and operational efficiency.
PLEASE NOTE:
Team members schedules may change every 6 months. The work week is defined as Sunday through Saturday and therefore weekend work for each 6 month cycle is possible. Team members will be scheduled 5 working days each work week, with two consecutive non-working days off.
What we are looking for::
- At least 2 years of experience in a customer experience facing 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.
As part of our team, you’ll enjoy::
- The hustle of a startup with the impact of a global business
- Tremendous opportunity to solve some of the industry’s most exciting problems
- Working with an extraordinary team of smart, creative, fun and highly motivated people
- Comprehensive health coverage, competitive pay, team bonding events, yoga classes and social events
Interview Plan:
- Zoom call with Recruiter, 30 mins
- Zoom call with Coordinator, Global Escalations, 30 mins
- Zoom call with Senior Manager, Global Escalations, 45 mins
- Zoom call with Senior Manager, Global Escalations, 30 mins
Why Match Group ?:
- Work on products that impact millions, collaborating with global and diverse teams, shaping relationships and connections worldwide.
- Providing premium healthcare, mental health support, emergency leaves
- Benefit from a healthy work-life balance in a flexible and welcoming environment.
- Enjoy a modern office, close to transport and amenities.
- Access lunch vouchers, a discounted ClassPass subscription
- Grow through e-learning, conferences, knowledge-sharing sessions, continuous learning programs, and global career opportunities
- Join regular social events like breakfasts, lunches, and apéros.
- Use our products for free.
Match Group is an equal opportunity employer and we value the rich dynamics that diversity brings to our group.
If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please let your Talent Acquisition partner know.
Source: Matchgroup careers (Lever)