Global Escalations Specialist (Trust & Safety)

TL;DR

Global Escalations Specialist (Trust & Safety): Investigating sensitive complex escalations related to Trust & Safety and member support within the hirify.global ecosystem with an accent on protecting the user base, preventing fraudulent activity, and enforcing Terms of Service. Focus on investigating bugs, app functionality issues, and coordinating with cross-functional partners across various departments to drive resolutions and improve the overall member experience.

Location: Dublin, Ireland

Company

hirify.global revolutionized how people meet, growing from 1 match to one billion matches in just two years.

What you will do

• Protect the hirify.global ecosystem by preventing fraudulent activity and enforcing the Terms of Service.
• Investigate, troubleshoot, and drive sensitive complex escalations across Trust & Safety and member support to resolution.
• Investigate bug and app functionality reports, collaborating with Engineering to resolve issues.
• Collect user feedback on new product and feature rollouts.
• Address sensitive content issues, including graphic content and hate speech.
• Communicate and coordinate with cross-functional partners across Member Experience, Engineering, Comms, Marketing, Legal, and outsourced partner teams.

Requirements

• Minimum of 2+ years in a similar role.
• Basic knowledge of Zendesk.
• Ability to understand and summarize complex cases quickly.
• Outstanding analytical skills and excellent judgement.
• Highly flexible and adaptable with strong attention to detail.
• Bachelor degree or higher or equivalent.

Culture & Benefits

• Tremendous opportunity to solve some of the industry’s most exciting problems.
• Work with an extraordinary team of smart, creative, fun and highly motivated people.
• Comprehensive health coverage and competitive pay.
• Team bonding and social events.
• Modern office, close to transport and amenities.
• Healthy work-life balance in a flexible and welcoming environment.

Hiring process

• Zoom call with Recruiter, 30 mins.
• Zoom call with Coordinator, Global Escalations, 30 mins.
• Zoom call / onsite interview (Dublin) with Senior Manager, Global Escalations, 45 mins.
• Zoom call with Senior Manager, Global Escalations, 30 mins.