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