Senior Global Escalations Specialist, Member Experience; Singapore

Global Escalation Team

Our Global Escalations team, within the Member Experience org, is dedicated to supporting and protecting our user base. We are looking for a Senior 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 Match Group's Community Guidelines and Terms of Service.

• 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 our own organizational projects and consistently drive process improvements to support the team’s goals and objectives.

• Minimum 3+ years of experience
• Bachelor degree or equivalent
• Basic knowledge of Zendesk
• Ability to understand and summarize complex cases quickly
• Outstanding analytical skills and excellent judgment
• Highly flexible and adaptable
• Ability to multitask, keep up with large volumes of emails in a fast‑paced environment
• Outstanding time management and prioritization skills
• Strong attention to details
• Ability to use critical thinking and logic to isolate and resolve issues
• Experience leading projects and collaborating effectively with cross‑functional partners.
• Subject matter expertise in Trust & Safety, with the ability to support, mentor, and upskill team members.
• Highly self‑directed, with the ability to manage projects independently and deliver results with minimal oversight.

$ - $ a year