Global Operations Specialist
Match Group Shared Care and Moderation Services provides operational support for brands such as Tinder, Match.com, Meetic, OkCupid, Plenty of Fish, BLK, and many more. The department includes moderation and customer service operations, strategic support through teams like policy, knowledge management, customer experience, analytics, and delivers on key Trust and Safety and Customer Care KPIs. This department moves fast to build sustainable solutions that can support the growing business.
We are looking for a Specialist for our Global Operations team supporting users globally during the APAC timezone. As a Global Operations Specialist, you will provide dedicated support by handling the most complex and critical customer issues. This team is responsible for investigating safety concerns, abuse reports, platform issues, and escalated support cases, while ensuring compliance with Match Group’s Community Guidelines and Terms of Service across all of the brands we support. We are looking for someone who has a customer focus while balancing operational needs for efficiency and effectiveness, someone who is comfortable working on difficult issues, communicating effectively, demonstrating critical thinking and spotting systemic gaps (and working to fix them). Positivity and attention to detail are a must. If you are a team player with a passion for problem solving, we want to hear from you.
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.
Match Group is an equal opportunity employer and we value the rich dynamics that diversity brings to our group.
If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please let your Talent Acquisition partner know.
As published by lever
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, GitHub URL, Portfolio URL, Other website, What gender do you currently identify as?
- Please indicate the salary range you would expect for this position? (Fixed salary + Bonus)
- Do you currently have legal authorization to work in Ireland ? choose one
- Will you, now, or in the future, require our support to maintain that authorization ? choose one
- You receive an email from a Tinder user that says: "Hello, I got banned a month ago, I would like to request that the ban is removed. I also have a subscription purchased via Google play store, if you don't let me back on you need refund me”. Q: Please draft the email response you would send to this member. (Do not use AI to complete this assessment - doing so will disqualify you from moving forward in the process.) written answer
- You receive an email from a Tinder user that says: “Hi my name is Louise, there seems to be an error with my account. I get the same people appearing repeatedly even though I swipe left on them. Also, I have tried logging out, reinstalling the app but the issue still persists. Help!” A response was sent to the user that says: Hi, Thanks for reaching out To help refresh your recommendations, please try the following steps: Log out of your account and back in Reinstall the app to make sure you’re using the latest version If the issue continues, try deleting you current account and creating a new one If you’re still experiencing the same problem after creating a new account, please let us know and we’ll be happy to look into it further. Best, Q: Please indicate whether the agent’s response was correct. Explain why or why not. If you would change the response, draft the version you would have sent instead. (Do not use AI to complete this assessment - doing so will disqualify you from moving forward in the process.) written answer
- My friend and I wanted to try Double Date, but I can’t find it anywhere in my app. She has it, but I don’t - is something wrong with my account? Q: Please draft the email response you would send to this member. (Do not use AI to complete this assessment - doing so will disqualify you from moving forward in the process.) written answer