Responsibilities
- Maintain an external tooling ecosystem that supports our users and improves agent efficiency.
- Configure queue systems to streamline macro selection and reduce decision fatigue for agents.
- Design and implement a seamless routing system to enable quality support interactions across multiple sites.
- Develop tracking systems to monitor site-and-agent-level performance, including productivity, adherence, and efficiency.
- Implement reporting dashboards to provide actionable insights for operational improvements.
- Improve our CSAT survey and tracking processes to measure user satisfaction.
- Create automated reporting and feedback loops for continuous improvement.
- Consult on the strategic vision for Zendesk integration with first-party internal tools and potential user-facing applications.
What We’re Looking For
- 3+ years of experience as a SaaS Administrator, with a primary focus on Zendesk.
- Hands-on experience with workflow automation, custom integrations, and system optimizations.
- Strong understanding of support operations, agent productivity tools, and performance tracking.
- Ability to design and implement scalable solutions to improve support efficiency.
- Experience integrating third-party tools with Zendesk and managing API-based workflows.
- Data-driven mindset with experience in reporting, analytics, and performance tracking.
- Strong cross-functional collaboration experience, working with Engineering, Product, and Operations teams.
- Zendesk Admin Certification
- Experience working in Trust & Safety, Customer Support, or Content Moderation environments.
- Knowledge of AI-driven automation tools and their application in customer support operations.
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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.
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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.
