Global Escalations Specialist

Our Mission:
As humans, there are few things more exciting than meeting someone new. At Tinder, we’re on a mission to power and inspire real connections by making it easy and fun for every new generation of singles. With tens of millions of users, hundreds of millions of downloads, 2+ billion swipes per day, 20+ million matches per day, and a presence in 190+ countries, our reach is expansive—and rapidly growing. We work together to solve complex problems. Behind the simplicity of every match, we think deeply about human relationships, behavioral science, network economics, AI and ML, online and real-world safety, cultural nuances, loneliness, love, sex, and more.

Our Values:
One Team, One Dram Value Image
One Team, One Dream
We work hand-in-hand, building Tinder for our members. We succeed together when we work collaboratively across functions, teams, and time zones, and think outside the box to achieve our company vision and mission.

Own It Value Image
Own It
We take accountability and strive to make a positive impact in all aspects of our business, through ownership, innovation, and a commitment to excellence.

Never Stop Learning Value Image
Never Stop Learning
We cultivate a culture where it’s safe to take risks. We seek out input, share honest feedback, celebrate our wins, and learn from our mistakes in order to continue improving.

Spark Solutions Value Image
Spark Solutions
We’re problem solvers, focusing on how to best move forward when faced with obstacles. We don’t dwell on the past or on the issues at hand, but instead look at how to stay agile and overcome hurdles to achieve our goals.

Embrace Our Differences Value Image
Embrace Our Differences
We are intentional about building a workplace that reflects the rich diversity of our members. By leveraging different perspectives and other ways of thinking, we build better experiences for our members and our team.

The Role:
Tinder brings people together. With tens of millions of users and a presence in every country on earth, our reach is expansive—and rapidly growing. Your work here can change the world.

Our Global Escalations team, within the Member Experience org, is dedicated to supporting and protecting our user base. We are looking for a Global Escalations Specialist to help us handle member escalations spanning trust & safety and support policy.

Our Global Escalations team investigates safety issues, abuse, bugs & app functionality issues on the platform, along with enforcing Tinder’s Community Guidelines and Terms of Service.
In this role you will:
Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the Tinder experience
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 Member Experience, 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.

We’re looking for:
Minimum of 2+ 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
Bachelor degree or higher or equivalent

As a full-time employee, you’ll enjoy:
15 days of PTO, 10 annual Wellness Days
Time off to volunteer and charitable donations matched up to $15,000 annually
Comprehensive health, vision, and dental coverage
100% 401(k) employer match up to 10%, Employee Stock Purchase Plan (ESPP)
100% paid parental leave (including for non-birthing parents) and family forming benefits
Investment in your development: mentorship through our MentorMatch program, access to 6,000+ online courses through Udemy, and an annual $3,000 stipend for your professional development
Investment in your wellness: access to mental health support via Modern Health, paid concierge medical membership, pet insurance, fitness membership subsidy, and commuter subsidy
Free subscription to Tinder Gold
Salary Range:

$25

$29
per hour
Factors such as scope and responsibilities of the position, candidate’s work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.