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Match Group is the global dating app leader creating meaningful connections for people around the world.
The Role
The role involves developing customer support workflows, optimizing processes using feedback, and collaborating with various teams to enhance customer experiences.
Summary Generated by Built In
We are looking for an energetic collaborator to drive change and excellence of our customer support programs. This person will have a strong background in customer support, process management, and technical writing. This role will be responsible for designing, documenting, and improving end-to-end customer support workflows and bring a strong focus on improved customer outcomes through better processes informed by operation and customer insights.
How You’ll Make an Impact:
- Develop and maintain customer support workflows for Tinder and other Match Group brands ensuring agent teams have clear and structured information to provide customer support.
- Lead process optimization efforts based on hands-on knowledge of day-to-day operations and using customer and agent feedback to ensure solutions are practical and deliver customer value.
- Identify bottlenecks, inefficiencies, outdated content, and areas for improvement through feedback loops with relevant teams.
- Use both behavioral and operational data to acquire comprehensive insights into customer needs and preferences.
- Collaborate with operations, training, quality, and knowledge teams to implement new and updated workflows ensuring agent understanding and adoption.
- Ideate on opportunities to enhance the customer support experience with new technologies, tools, or operational workflows.
We Could Be a Match if You Have:
- 3-5 years of experience in customer service, process improvement, or technical writing.
- Proven ability to understand complex processes and translate them into practical workflows that can be completed at scale.
- Strong writing skills with a focus on clarity, usability, and consistency.
- Understanding the voice of the customer dynamics and ability to take qualitative and quantitative insights and turn into meaningful process improvements.
- Collaborative with experience engaging with different types of roles and levels, including operations, quality, training, legal, and product.
- Solid organizational skills, with ability to manage multiple projects and competing priorities.
Why Match Group?
Our mission is simple – to help people find love and happiness! We love our employees too and understand the importance of all life's milestones. Here are some of the benefits we are proud to offer:
Mind & Body – Medical, mental health, and wellness benefits to support your overall health and well-being
Financial Wellness – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security
Unplug – Generous PTO and 14 paid holidays so you can unplug
Career – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work
Family – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
Company Gatherings – We host fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging!
We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic. Period.
If you require a reasonable accommodation to participate in the hiring process — such as during pre-employment testing or interviews — please indicate this by selecting “Yes” in the accommodation request field. We’ll reach out to discuss your needs if you're selected for the interview stage.
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The Company
What We Do
Match Group is home to some of the world’s most popular dating and social discovery apps, including Tinder, Hinge, Match, and more. Match Group’s mission is to spark meaningful connections for every single person worldwide. Our diverse portfolio of apps enables connections across a diverse range of ages, genders, backgrounds, and dating goals. Our services are available in over 40 languages to users all over the world.
Why Work With Us
Match Group is united by a mission to help people find meaningful connections and fight loneliness. We’re not just building products. We’re creating friendships, marriages, and families around the world. Our culture is fueled by purpose, creativity, and a passion for what we can build together.
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