Global Operations Specialist

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.