Companies › Matchgroup › Global Escalations Coordinator, Member Experience (Singapore)

About the role

Matchgroup · Hybrid

About the Team

At Tinder, we bring people together. With tens of millions of users and a presence in nearly every country around the world, our impact is global—and growing rapidly. The work you do here can help create safer, more meaningful experiences for millions of people.

The Global Escalations team, part of the Member Experience organization, is dedicated to supporting and protecting our user community. We are seeking a Global Escalations Specialist to manage complex member escalations across Trust & Safety and Support operations.

This team is responsible for investigating safety concerns, abuse reports, platform issues, and escalated support cases, while ensuring compliance with Tinder’s Community Guidelines and Terms of Service.

 

What You'll Do:

  • Help protect the Tinder ecosystem by preventing fraudulent activity, enforcing Terms of Service, and enhancing the overall member experience.
  • Investigate, troubleshoot, and resolve complex and sensitive escalations related to Trust & Safety and member 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 Member Experience, Engineering, Communications, Marketing, Legal, and outsourced support teams.
  • Contribute to team initiatives and continuously identify opportunities to improve processes, workflows, and operational efficiency.

    •  

What We're looking for:

  • Bachelor’s degree or equivalent
  • At least 3 years of experience in a similar 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.

    • Interview Process

    Our interview process is designed to help us get to know you, your experience, and how you approach problem-solving in a Trust & Safety and Member Experience environment.

    Assessment -> Recruiter Screening -> Hiring Manager Interview -> Team Interview -> Final Panel Interview

    Please note that interview stages may be adjusted based on business needs and candidate availability.

    Additional Information

    • This position is open to candidates who are authorized to work in Singapore without requiring work pass sponsorship only.
    • We thank all applicants for their interest. Due to the high volume of applications received, only shortlisted candidates will be contacted.
    #MG #CustomerExperience #CustomerSupport #GlobalEscalations
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