Critical Response Team Manager

Hinge is the dating app designed to be deleted

In today's digital world, finding genuine relationships is tougher than ever. At Hinge, we’re on a mission to inspire intimate connection to create a less lonely world. We’re obsessed with understanding our users’ behaviors to help them find love, and our success is defined by one simple metric– setting up great dates. With millions of users across the globe, we’ve become the most trusted way to find a relationship, for all.

Hinge is hiring a Critical Response Team Manager to lead a team of specialists responsible for handling high-risk, complex, and sensitive Trust & Safety escalations. This is a first-line people management role focused on day-to-day team leadership, decision quality, and operational execution in a fast-paced, high-stakes environment.

You’ll ensure escalations are handled accurately, empathetically, and consistently with Hinge’s policies, values, and legal obligations while supporting the well-being, resilience, and development of your team. This role partners closely with Trust & Safety Policy, Legal, Comms, Product, and regional operations teams.

• Directly manage a team of Global Escalations Specialists, providing coaching, feedback, and performance management with regular 1:1s and performance check-ins
• Support onboarding and ongoing team development across policy knowledge, judgment, and escalation handling
• Foster a psychologically safe, inclusive team culture that prioritizes well-being and resilience
• Escalation Handling:
• Oversee daily escalation queues to ensure timely, accurate, and consistent resolution of cases
• Serve as a point of escalation for complex or sensitive cases, including those involving safety risk, media attention, legal considerations, or executive visibility
• Review decisions and provide quality feedback to ensure adherence to Trust & Safety policies and escalation standards
• Exercise sound judgment in ambiguous or novel scenarios, escalating appropriately when needed
• Operational Execution:
• Manage daily workflows, coverage, and capacity to meet SLAs and operational goals
• Track and report on team-level metrics including volume, turnaround time, and quality
• Identify escalation trends, flagging insights to senior leadership and supporting process improvements to increase efficiency, consistency, or quality
• Cross-Functional Collaboration:
• Partner with Trust & Safety Policy, Legal, Comms, Product, and regional operations teams on escalated matters
• Support senior manager with preparation for executive, legal, or external escalations
• Communicate clearly and professionally with internal stakeholders on sensitive issues

• 4+ years of relevant experience, including 2+ years of people management experience, ideally in Trust & Safety, operations, risk, or a related function with proven ability to coach, develop, and support team members in high-pressure environments
• Experience handling sensitive, high-risk, or complex issues that require strong judgment and discretion
• Strong understanding of online safety, abuse prevention, or platform integrity concepts
• Excellent written and verbal communication skills, particularly when navigating sensitive or ambiguous situations
• Comfort operating in fast-paced, ambiguous, and high-stakes environments
• Sound judgment and decision-making
• Emotional intelligence and empathy, including the ability to manage stress and support others in high-pressure situations
• Collaboration and strong stakeholder management skills

• Experience working in Trust & Safety or escalations at a consumer technology platform
• Familiarity with global safety considerations and cultural nuances
• Experience partnering with Legal, Policy, or Communications teams
• Background in incident response or crisis management

$ 89500- $107500 a year

Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary range is reflective of a position based in New York City. This salary will be subject to a geographic…