Senior Global Escalations Specialist – Member Experience

About the role

The Global Escalations team within Tinder’s Member Experience organization is looking for a senior specialist to lead complex member escalations that intersect Trust & Safety and Support operations. You will help protect the Tinder ecosystem by investigating safety concerns, fraud, and policy violations while enhancing the overall user experience.

Key responsibilities

• Investigate, troubleshoot, and resolve high‑complexity escalations related to Trust & Safety, abuse reports, and support cases.
• Review bug reports and functional issues, collaborating with Engineering to drive timely fixes.
• Analyze user feedback from product launches and feature rollouts to inform safety and experience improvements.
• Handle sensitive content such as graphic material, harassment, and hate speech with professionalism and sound judgment.
• Partner with cross‑functional teams—including Engineering, Communications, Marketing, Legal, and outsourced support—to ensure consistent policy enforcement.
• Identify and implement process, workflow, and efficiency enhancements across the escalation lifecycle.

Required profile

• Bachelor’s degree or equivalent experience.
• Minimum 3 years in a Trust & Safety, support, or escalation role.
• Strong analytical, problem‑solving, and critical‑thinking abilities.
• Proven ability to manage multiple priorities in a fast‑paced environment.
• Excellent written and verbal communication skills.
• Experience mentoring teammates and promoting best practices.

Required skills

• Basic working knowledge of Zendesk.