Global Operations Specialist

вчера

IrelandEuropeHybrid

customer servicecompliance

Support global users by handling complex customer issues and ensuring compliance with community guidelines.

Match Group Shared Care and Moderation Services provides operational support for brands such as Tinder,, 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 concern
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

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.

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.

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
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.