Trust & Safety Advocate
Match Group is dedicated to helping people find love and happiness, and they are seeking a Trust & Safety Advocate to protect its user base. This role involves investigating safety issues, enforcing community guidelines, and collaborating with various teams to ensure a safe member experience.
Responsibilities
- Investigate and resolve complex escalations related to Trust & Safety and member support
- Troubleshoot and resolve bug and app functionality reports in collaboration with Engineering and Product teams
- Handle high-pressure situations, gray areas, and policy changes
- Communicate and coordinate with various cross-functional partners, including Member Experience, Engineering, Legal, and outsourced teams
- Contribute to and own organizational projects, driving process improvements
- Escalate member legal concerns to the Legal/Privacy teams
- Address member privacy rights and accessibility concerns
- Handle escalated billing tasks
Skills
- Investigate and resolve complex escalations related to Trust & Safety and member support
- Troubleshoot and resolve bug and app functionality reports in collaboration with Engineering and Product teams
- Handle high-pressure situations, gray areas, and policy changes
- Communicate and coordinate with various cross-functional partners, including Member Experience, Engineering, Legal, and outsourced teams
- Contribute to and own organizational projects, driving process improvements
- Escalate member legal concerns to the Legal/Privacy teams
- Address member privacy rights and accessibility concerns
- Handle escalated billing tasks
- Basic knowledge of Zendesk and familiarity with similar tools
- Ability to understand and summarize complex cases quickly
- Outstanding analytical skills and excellent judgment
- Highly flexible and adaptable, comfortable with policy and process changes
- Ability to multitask and manage large volumes of emails in a fast-paced environment
- Outstanding time management and prioritization skills
- Quick learner and tech-savvy
- Strong attention to detail
- Passion for helping people
- Ability to use critical thinking and logic to isolate and resolve issues
- Solid understanding and background knowledge of high-severity issues with a Trust & Safety focus
- Ability to handle and review disturbing content without involving personal beliefs
- Bachelor degree or higher or equivalent experience
Benefits
- Medical, mental health, and wellness benefits to support your overall health and well-being
- 100% employer match on 401k contributions up to 10% (cap at $10,000)
- Employee stock purchase program to help you feel supported in your financial security
- Generous PTO and 14 paid holidays so you can unplug
- Annual training allowance for professional development and ERG membership opportunities and events
- 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources
- Pet insurance and discounts
- Company events where our employees get to know each other and build a sense of connection and belonging
Company Overview