Escalations Specialist (Remote)

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What’s so interesting about this role?

The Escalations Team, within Grindr’s Customer Experience department, is dedicated to investigating and resolving issues related to moderation, policy enforcement, fraud, safety, and other sensitive and complex scenarios on Grindr’s platform. As a member of this team, you will directly engage with our community, as well as a wide range of internal stakeholders, helping to ensure fair outcomes and reduce risk. 

If you’re experienced with Trust and Safety and enjoy solving problems, investigating issues, and feel energized by helping others, this role will give you plenty of opportunities to significantly contribute to Grindr’s mission of being a safe and welcoming space for LGBTQ users around the world to find love and connection.

What’s the job?  

  • Act as the main escalation point for our frontline support and moderation teams as well as employees in other departments
  • Conduct thorough investigations and review content including profiles, photos, audio, video, and messages
  • Troubleshoot, and resolve complex and sensitive user issues related to fraud, privacy, user safety, and other risks 
  • Craft sensitive and empathetic responses via email, social media and app reviews
  • Perform investigations using SQL queries and other data-digging methods
  • Work with cross-functional partners to identify solutions and mitigate risks
  • Enforce Grindr’s Terms of Service and Community Guidelines to protect our ecosystem from fraud, support our users, and help improve the user experience

What we'll love about you  

  • A high degree of ownership and confidentiality. You’ll help customers with difficult, high-pressure, and sensitive situations (such as graphic content, hate speech, and potential safety issues), and you understand what information is and is not appropriate to share in each of these varying scenarios.  You take pride in your ability to de-escalate even the trickiest of issues and 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 potential issues to senior management, responding to an executive’s request, or collaborating cross-functionally with a global team. You can summarize complex cases quickly and adjust your communication style based on your audience.
  • Excellent investigative and analytical skills. You have extensive experience fairly moderating user-generated content as well as user-to-user communications, and can recognize and account for your own bias. You can tolerate ambiguity, but recognize when a decision needs to be made. You are able to see the potential for fraud or abuse in any situation, but are not quick to judge.
  • A passion for helping others. You are energized by helping others. You enjoy righting wrongs and finding solutions. You have several years of experience in the Trust and Safety space, and enjoy the work – even when it’s difficult. You are resilient and unflappable, and can be a calming and supportive presence for others. You have a strong sense of justice and fairness. You’re a strong advocate for the LGBTQ community

We’ll really swoon if you have

  • Prior experience working for Trust and Safety at a dating app or social media platform.
  • Certification or training in Trust and Safety, Fraud mitigation, Cybersecurity, or similar field. 
  • Experience working in a remote or hybrid team environment.
  • A deep understanding of the LGBTQ community.
  • Fluency in a language in addition to English, especially Spanish or Portuguese. 
  • Experience using Zendesk, Confluence, Slack, and a variety of content moderation tools.

What you'll love about us 

  • High-growth company - plenty of room for you to directly impact the company and grow your career
  • Remote First: We have offices in LA, NYC, SF, Chicago, 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 full-time employees
  • Unlimited paid time off 
  • Health, dental, vision insurance. Generous 401(k) match
  • Other great perks, such as home office stipend

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 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.
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Candidate Location Eligibility:
Los Angeles, CA

Technology we use

  • Engineering
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    • ConfluenceManagement
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What are Grindr Perks + Benefits

Grindr Benefits Overview

Benefits & Perks

Remote First Culture
100% covered medical, dental and vision insurance
Generous Parental Leave
Flexible Time Off Policy
Competitive Salaries
401(k)- Matching
Monthly meal & snack stipend
Monthly Work From Home Stipends (internet & Cell Phone)
Stocked kitchen (for when you want to be in the office)
Free on-site parking (for when you want to be in the office)
Casual dress environment

Culture
Volunteer in local community
Grindr works with a variety of LGBTQ+ focused organizations to support the community. Every year, employees participate/volunteer in the AIDS Lifecycle.
Partners with Nonprofits
Grindr partners with several non-profits to support the LGBTQ+ Community. Partnership programs have included working with TransCan Work, Brooklyn Pride Center, and other community organizations.
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Hiring Practices that Promote Diversity
Structured interviewing and hiring process, from job posting through to close
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Our dental plan covers $5000 (Premier PPO) $1500 (Standard PPO) of expenses.
Vision Benefits
The vision benefits plan covers $250 for glasses and contact lenses.
Health Insurance Benefits
Grindr offers 100% Employer paid healthcare for employees. Included Health Membership to help employees identify healthcare that works for them. Gender affirming healthcare offered through FOLX.
Life Insurance
Life insurance is offered at a flat rate to a $75,000 value.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Grindr offers access to Ginger and Headspace to employees.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
AIDS walk and AIDS lifecycle
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Monthly meal stipend auto-loaded to a company provided card.
Game Room
Our game room includes Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Grindr offers a holistic benefits package that allows employees to leverage as needed. Not only do we have generous health/dental/vision/PTO policies, but we have thoughtfully designed a benefits program to support employees.

We have partnered with Included Health and Folx Health to help our LGBTQIA+ employees navigate healthcare and receive the support they need.

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