Global Escalations Specialist

Job title: Global Escalations Specialist

About the Role

The Global Escalations Specialist will manage complex member escalations across Trust & Safety and Support operations to protect the Tinder ecosystem. The role involves investigating safety concerns, abuse reports, platform issues, and policy enforcement, with collaboration across cross-functional teams to improve safety and user experience.

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

• Compensation & Benefits

• Salary range: not specified; geographic adjustments may apply

• This position is open to candidates who are authorized to work in Singapore without requiring work pass sponsorship

• Additional notes: Salary will be subject to a geographic adjustment if an authorization is granted to work outside of the location listed in this posting.