Global Escalations Specialist

Match Group
Los Angeles
Workplace: HybridFull timeUSD 50,000 - 60,000 annuallyFunction: Customer Support (Service Desk)Experience: 1+ yearsEducation: bachelorsSkills: ["Communication","Analytical skills","Judgment","Flexibility","Multitasking","Time management","Attention to details","Critical thinking","Teamwork","Problem-solving","Empathy/passion for helping people"]

Investigate and resolve high-sensitivity member escalations across Trust & Safety and support policy, including abuse, safety issues, and complex gray-area cases. Triage bug and app functionality reports, partner with Engineering to drive fixes, and help enforce Community Guidelines and Terms of Service. Coordinate across Trust & Safety, Engineering, Comms, Marketing, and Legal while communicating clearly, summarizing complex cases, and improving processes to protect Match Group’s platforms and users.

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Match Group
Match Group
3 days ago

Global Escalations Specialist

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Last checked: 10 hours agoStatus: Live

Job Summary

Investigate and resolve high-sensitivity member escalations across Trust & Safety and support policy, including abuse, safety issues, and complex gray-area cases. Triage bug and app functionality reports, partner with Engineering to drive fixes, and help enforce Community Guidelines and Terms of Service. Coordinate across Trust & Safety, Engineering, Comms, Marketing, and Legal while communicating clearly, summarizing complex cases, and improving processes to protect Match Group’s platforms and users.
Location: Los Angeles
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle sensitive, complex member escalations spanning Trust & Safety and support policy through to resolution.
  • •Investigate safety issues, abuse, and enforcement of Community Guidelines and Terms of Service.
  • •Troubleshoot and investigate bug and app functionality reports, partnering with Engineering to resolve issues.
  • •Collect user feedback on new product and feature rollouts.
  • •Coordinate with cross-functional partners and drive process improvements to support team goals and objectives.

Pay and Benefits

Salary: USD 50,000 - 60,000 annually
Perks:MedicalHealth InsuranceWellness Stipend401kEquityPaid LeavePaid HolidaysLearning BudgetParental LeavePet Insurance

Key Requirements

  • •Bachelor's degree or higher (or equivalent experience).
  • •Minimum 1+ years in a similar role.
  • •Basic knowledge of Zendesk.
  • •Ability to understand, summarize, and resolve complex cases quickly.
  • •Outstanding analytical skills and judgment, with excellent time management and prioritization in a high-volume environment.
Experience:1+ years
Education:Bachelor's
Skills:CommunicationAnalytical skillsJudgmentFlexibilityMultitaskingTime managementAttention to detailsCritical thinkingTeamworkProblem-solvingEmpathy/passion for helping people
Tech Stack:Zendesk

Company Brief

Match Group
Operates a portfolio of consumer dating products and services, including Tinder, Match.com, PlentyOfFish, and Hinge, connecting millions of users globally through mobile and web platforms.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dallas, United States
Founded: 1995
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Glassdoor: 3.8
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