Global Escalations Specialist

Our Mission

Launched in 2012, Tinder® revolutionized how people meet, growing from 1 match to one billion matches in just two years. This rapid growth demonstrates its ability to fulfill a fundamental human need: real connection. Today, the app has been downloaded over 630 million times, leading to over 97 billion matches, serving approximately 50 million users per month in 190 countries and 45+ languages - a scale unmatched by any other app in the category. In 2024, Tinder won four Effie Awards for its first-ever global brand campaign, “It Starts with a Swipe”"

Our Values
- 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_

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_

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_

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_

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 Team

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 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
- 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

Closing from Tinder - Singapore

As part of our team, you’ll enjoy:

- Working on a product that has an immediate impact on people’s lives all around the world
- Comprehensive health insurance coverage, including medical, dental and vision
- 20 paid vacation days
- The opportunity to join six active Employee Resource Groups (ERGs)
- #Tinder_