Global Escalations Specialist (Tinder)

TL;DR

Global Escalations Specialist (Tinder): Managing sensitive member escalations across Trust & Safety and platform policies with an accent on investigating abuse, fraud, and complex functionality issues. Focus on enforcing community guidelines, collaborating with engineering to resolve technical bugs, and ensuring a safe user experience.

Location: Must be based in or able to commute to the Dublin office 3 days/week

Company

hirify.global is a leading global provider of popular dating products, including Tinder, Hinge, and Match, dedicated to fostering meaningful connections worldwide.

What you will do

• Investigate and resolve high-pressure escalations spanning Trust & Safety and member support policies.
• Enforce community guidelines and terms of service to protect the user ecosystem.
• Identify, document, and troubleshoot technical bugs for engineering resolution.
• Coordinate with cross-functional teams including Legal, Marketing, and Engineering.
• Handle sensitive content issues with high attention to detail and sound judgment.
• Collect and synthesize user feedback to support ongoing product improvements.

Requirements

• Minimum 2+ years of experience in a similar escalation or support role.
• Basic knowledge of Zendesk or similar ticketing platforms.
• Ability to work a flexible schedule, including weekends as part of a 6-month rotation.
• Strong analytical and critical thinking skills to resolve complex issues.
• Excellent communication and multitasking abilities.
• Bachelor's degree or equivalent practical experience.

Culture & Benefits

• Comprehensive health coverage and mental health support.
• Opportunity to solve high-impact problems for global products.
• Continuous learning via e-learning, conferences, and knowledge-sharing sessions.
• Modern office environment with amenities like lunch vouchers and ClassPass discounts.
• Social culture including team events, yoga classes, and regular breakfasts.
• Free access to company dating products.

Hiring process

• Recruiter screening call.
• Interview with Global Escalations Coordinator.
• Technical/case interview with Senior Manager.
• Final wrap-up call with Senior Manager.