CX Support Manager

This is a hybrid role based in our New York or San Francisco offices and will require you to be in the office on Tuesdays and Thursdays.

Summary

Grindr (NYSE: GRND) is seeking an exceptional CX Support Manager who has a passion for supporting and advocating for the queer community. Reporting to our Director of CX you will have the opportunity to work with teams across Grindr as a customer advocate and expert, and to build the future of support for our diverse and global user base.

What’s the job?  

• Be Grindr’s in-house customer advocate and expert, championing a customer-centric vision and culture throughout the company 

• Work closely with the rest of CX team to develop strategy, vision, and leadership for the support team, including finding opportunities for efficiency, automation and quality improvement

• Build and maintain trust in our brand by leading customer-facing channels, including the Help Center, Safety and Privacy Center, and all customer support communications. Be the bridge for communication between our customers and our organization, ensuring information is communicated clearly and effectively in both directions 

• Oversee operations for all customer facing channels including trust & safety support processes like ban appeals.

• Work cross-functionally with teams from across the company to handle customer issue escalations, making sure they are resolved in a timely manner. 

• Track trends in customer inquiries, comments, and complaints, and recommend improvements based on that feedback.

• Share trends and reports with the rest of the company to truly bring the customer voice and pain points to the forefront. 

• Stay up-to-date with trends, best practices, new products and capabilities for customer support, success, and experience, and use this knowledge to make sure our customer experience is best in class. 

• Develop broad, team-wide expertise across a wide range of customer experience topics, including trust and safety. 

What we'll love about you  

• 7+ years of experience in customer support management/ program management in a fast-paced, high-volume growing environment. 

• Experience with and willingness to build a tiered support infrastructure that makes customer support a core driver of success and growth for the company. 

• Partner and engage with external vendors and internal teams to solve customer issues holistically. 

• Comfort with technical concepts — able to triage and escalate bugs or contribute to forward-thinking solutions (including AI-based tools).

• Excellent verbal and written communication skills

• Familiarity with tools like Zendesk, Looker.

We’ll really swoon if you have any of: 

• Experience developing and refining both safety and non-safety related customer issues. 

• A background in designing and leading internal and external education initiatives around new product launches and policy compliance.

• Experience analyzing CX data to assess support effectiveness and drive long-term strategic improvements.

Bonus Points

• Experience working for social media or dating apps

• Deep understanding of the queer community 

• Background spanning both customer support and trust and safety

What you'll love about us

• Mission and Impact: Your role will impact the lives of millions of LGBTQ+ people around the world. Through our success, we are making a world where the lives of our community are free, equal, and just.

• Family Insurance: Insurance premium coverage for health, dental, and vision for you and partial coverage for your dependents.

• Retirement Savings: Generous 401K plan with 6% match and immediate vest in the U.S.

• Compensation: Industry-competitive compensation and eligibility for company bonus and equity programs.

• Queer-Inclusive Benefits: Industry-leading gender-affirming offerings with up to 90% cost coverage, access to Included Health, monthly stipends for HRT, and more.

• Additional Benefits: Flexible vacation policy, monthly stipends for cell phone, internet, wellness, food, and commuting, breakfast/lunch provided onsite, and yearly travel & leisure stipend.

About Grindr

With more than 13.5 million monthly active users, Grindr has become a fundamental part of the LGBTQ+ community and is charting a path to make the world more free, equal, and just. Since 2015, Grindr for Equality has advanced safety, health, and human rights for millions of Grindr users and the global LGBTQ+ community in partnership with more than 100 community organizations in every region of the world.

Our next evolution is underway as a public company that continues to grow and build meaningful experiences for our users. From social issues to product innovations, we're setting audacious goals for our community and the business, and leveraging the latest tech stacks and a culture of engineering excellence to make it happen. At the heart of our work in this new chapter is a shared set of operating principles centered around cultivating curiosity, thinking big, setting and expediting our ambitious goals, and growing through iteration; all while keeping our users #1.

Grindr is headquartered in West Hollywood, California, with offices in the Bay Area, Chicago, and New York. With a track record of strong financial performance and plans for continued headcount growth, we’re building a team of talented, passionate, and open-minded people who want to disrupt the dating app space, innovate products, and advance LGBTQ+ culture. Come be a part of this exciting journey with us.

Grindr is an equal-opportunity employer

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