Hinge is the dating app designed to be deleted
In today's digital world, finding genuine relationships is tougher than ever. At Hinge, we’re on a mission to inspire intimate connection to create a less lonely world. We’re obsessed with understanding our users’ behaviors to help them find love, and our success is defined by one simple metric– setting up great dates. With tens of millions of users across the globe, we’ve become the most trusted way to find a relationship, for all.
About the Role
As the Process Lead, you will play a crucial role in enhancing the effectiveness of our Global Escalations team. Your responsibilities will include identifying trends and issues, implementing scheduling and training improvements, and managing the creation and upkeep of documentation. This role involves a blend of hands-on work in our queue, handling privacy requests, safety reports, and critical safety escalations.
You'll also have the opportunity to shape standard operating procedures, collaborate with teams across the organization, and lead continuous improvement initiatives to ensure we maintain the highest standards
Responsibilities
- Subject Matter Expert: Become an expert in our Trust & Safety Operations infrastructure, tools, systems, and data.
- Build and Implement Processes: Work with the Head of Global Escalations to design processes, drive efficiencies, identify gaps, and implement improvements.
- Champion Improvements: Proactively spot trends, propose relevant process updates to stakeholders, and lead continuous improvement initiatives.
- Documentation Management: Create and maintain documentation for all workflows and processes owned by the team.
- Oversee Team Operations: Manage team operations, including scheduling and training.
- Collaborate Across Teams: Work closely with Engineering and Product teams to address and resolve user issues and technical bugs affecting our workflows.
What We're Looking For
- Proven Experience: 3+ years of experience working on a trust or safety related team
- Process Development: Experience building and iterating on operations processes
- Adaptability in a Dynamic Environment: Flexibility and desire to work in a space that is continually evolving based on user and business needs
- Team Player: Adaptable mindset and willingness to support daily queue work as needed
- Bonus: Experience in process flow / user journey mapping, XFN project & communication coordination, and training development & delivery
As a member of our team, you’ll enjoy:
401(k) Matching: We match 100% of the first 10% of pre-tax 401(k) contributions you make, up to a maximum of $10,000 per year.
Professional Growth: Get a $3,000 annual Learning & Development stipend once you’ve been with us for three months. You also get free access to Udemy, an online learning and teaching marketplace with over 6000 courses, starting your first day.
Parental Leave & Planning: When you become a new parent, you’re eligible for 100% paid parental leave (20 paid weeks for both birth and non-birth parents.)
Fertility Support: You’ll get easy access to fertility care through Carrot, from basic treatments to fertility preservation. We also provide $10,000 toward fertility preservation. You and your spouse/domestic partner are both eligible.
Date Stipend: All Hinge employees receive a $100 monthly stipend for epic dates– Romantic or otherwise. Hinge Premium is also free for employees and their loved ones.
ERGs: We have eight Employee Resource Groups (ERGs)—Asian, Unapologetic, Disability, LGBTQIA+, Vibras, Women/Nonbinary, Parents, and Remote—that hold regular meetings, host events, and provide dedicated support to the organization & its community.
At Hinge, our core values are…
Authenticity: We share, never hide, our words, actions and intentions.
Courage: We embrace lofty goals and tough challenges.
Empathy: We deeply consider the perspective of others.
Diversity inspires innovation
Hinge is an equal-opportunity employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe success is created by a diverse workforce of individuals with different ideas, strengths, interests, and cultural backgrounds.
If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please let your Talent Acquisition partner know. Note: We will only respond to inquiries regarding accommodations and if you have any questions about your job application, please reach out to your Talent Acquisition Partner directly.
What We Do
In today’s digital world, singles are so focused on sending likes and looking through profiles that they’re not actually building meaningful connections and going on dates. Hinge is on a mission to change that by designing the most effective app experience. We want to create a less lonely world by inspiring intimate, in-person connections. Relationships are at the core of everything we do. And not just the romantic kind. We can't accomplish really hard things alone - so we make great relationships the foundation of our teamwork.
We believe these three core values are what it takes to build those great relationships: Authenticity, we share - never hide - our words, actions, and intentions. Courage, breakthroughs require a willingness to take risks and embrace lofty goals and tough challenges. Empathy, we're all humans first. So we deeply consider the perspectives of others, listen openly, and speak with care.
Why Work With Us
We're mission-driven. While most apps think about boosting sessions and time on app, we think strategically about meaningful end results (dates and relationships).
We're culture-first. We believe in great people over process. Decisions are pushed to the front lines, with feedback and coaching provided by our leaders.
Gallery
Hinge Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Hinge believes in the power of in-person connection. We have adopted a hybrid model that allows our people to stay connected to each other in-person.
