What’s so interesting about this role?

As Grindr’s Community Support & Knowledge Specialist, you will be able to help millions of LGBTQ+ users around the world find love and connection. You’ll do this by directly engaging with our users, as well as spending a meaningful amount of your time working on interesting and collaborative projects. If you love to write, enjoy solving problems, and feel energized by helping others, this role will give you plenty of opportunities to significantly contribute. You’ll be able to work closely with a small team, but also collaborate with the larger global support org and with colleagues in other departments. Grindr is growing quickly, and the Customer Experience team is at the heart of it all, working to create an authentic, human, and supportive customer experience.

What’s the job?

• Directly help the Grindr community. You’ll carefully respond to users on a variety of channels, including public-facing (app reviews, Reddit, emails, etc.). You will share responsibility for maintaining our brand reputation through customer interaction, and for keeping our brand voice and tone consistent and appropriate. You’ll address sensitive topics with empathy and understanding. 
• Research and problem-solve. When a customer identifies a problem, you'll be in charge of determining the scope of it. You’ll raise the alarm for big problems, and validate and document smaller ones. You’ll work at least one weekend day a week, keeping an eye out for critical issues. 
• Write and maintain knowledge base documentation. You’ll create authentic and engaging content for internal and public knowledge bases. You’ll recognize when new content needs to be created based on new product features, feedback from the teams, and changes in procedures or policies. You’ll also create, edit, and update customer support email templates, making sure they’re in line with our other documentation. You’ll ensure all content is grammatically correct, technically accurate and tonally appropriate, and you’ll make sure the content is translated for our global community.

What we'll love about you 

• A passion for creating a human and customized support experience. You’re highly empathetic and are energized by helping others. You have an appreciation of and curiosity about diverse and global perspectives. You love asking questions as well as answering them. You know what great customer support looks like, and hold yourself to those high standards.
• A high degree of ownership and confidentiality. At times, you’ll be helping customers with some difficult and sensitive situations, and you take pride in paying attention to details, finding solutions quickly, and de-escalating issues. You’re unflappable, and have amazing judgement and the ability to recognize and escalate serious issues immediately, knowing when to ask for a second opinion. You’ll follow through until a problem is completely solved. You’re not afraid to advocate for someone when they need help.
• Exceptional organizational and interpersonal skills. You’re flexible and feel comfortable in a variety of scenarios: helping a customer, escalating to senior management, or collaborating cross-functionally with a global team. You enjoy collaborating and working in a team environment, but can work independently with little oversight on a day to day basis. You are able to prioritize your work based on volume, SLA, and urgency and juggle a variety of tasks at once. 
• Excellent communication and writing skills. You’re a highly skilled and confident writer. You are able to convey complex scenarios in a simple and engaging tone for a variety of audiences, with little need for copy editing or input from others. You can write technical internal documentation as well as delicately address sensitive issues to users.

We’ll really swoon if you have 

• Formal study in the fields of writing or communication, either through a program, certificate, workshop, or degree a bachelor’s degree in English, Journalism, or Communications. 
• Experience working on an online user experience, community management, customer support or customer success team.
• Experience with content moderation or trust and safety.
• Familiarity with dating apps.
• Experience working in a remote or hybrid team environment.
• A deep understanding of the LGBTQ+ community.
• Fluency in a language in addition to English.
• Experience using Jira, Zendesk, AppFollow, Confluence, Slack.

What you'll love about us 

• Global impact. Grindr is the world leading LGTBQ+ social networking service. Your role will impact the lives of millions of LGTBQ+ people around the world.
• High Growth. Like the company itself, this role offers significant room for growth and development. We encourage growth through mentorship and a conference and career development budget.
• Remote First: We have offices in LA, NYC, SF, Chicago, Toronto and Taipei, though the company is set-up not just as remote-friendly, but remote-first. More than 30% of our employees work outside the cities where we have offices. Today, we are set-up to hire easily in the US, Canada and Taiwan. If you live outside one of these countries, just let us know so we can make sure we can support you.
• Comp: Industry competitive compensation, including equity for all employees.
• Benefits: Unlimited vacation policy.
• Family insurance: We provide great insurance coverage for health, dental and vision for you and your family.
• Retirement Savings: Generous 401(k) plan.
• Other Perks: home-office stipend, many company-sponsored events.

About Grindr

Since launching in 2009, Grindr has grown into the world’s largest social networking app for gay, bi, trans, and queer people. We have millions of daily users who use our location-based technology in almost every country in every corner of the planet.

Today, Grindr proudly represents a modern LGBTQ+ lifestyle that expands into new platforms. From social issues to original content, we continue to blaze innovative paths with a meaningful impact for our community. At Grindr, we create a safe space where you can discover, navigate, and get zero feet away from the queer world around you.

As of June 2020, Grindr has new owners with a track record of multiple successful Bay Area start-ups. The new leadership is demonstrating a renewed commitment to creating an experience for users that is safe, fun, and productive, as well as a positive & uplifting company culture in which everyone can be their best selves. At the heart of Grindr’s mission in this new chapter is a shared set of core values including transparency, accountability, experimentation (failing fast), and strong allegiance to the LGBTQ+ community.

Grindr is an equal opportunity employer.

To learn more about how we handle the personal data of applicants, visit our Employee and Candidate Privacy Policy.