How you'll make an impact:
- Oversee a global operations team focused on member escalations for multiple brands, including Tinder, OKCupid, Match, and Plenty of Fish.
- Oversee day-to-day member contact while providing coaching and feedback to ensure that the team maintains a high level of productivity and quality.
- Deliver best-in-class customer experience by building a quality driven culture that’s obsessed with member experience and satisfaction, with both internal teams and external business partners.
- Support multiple brands through the development and execution of a shared service strategy, driving consistency, efficiency, and scalability across operations while tailoring solutions to the unique needs of each brand.
- Track and analyze key operational and performance metrics, identify trends, and develop solutions to optimize team workflows to improve efficiency.
- Help draft guidelines and policies for the Operations team, as well as ensuring the team is up-to-date on all policy, process and product changes.
- Work closely with key stakeholders - Quality, Training, Policy, Legal, Comms, and Product, on time sensitive issues and escalations.
- Protect our ecosystem, prevent inauthentic activity, enforce our TOS and policies, ensuring compliance across a global user base of millions.
- This position operates in many time zones and hours will vary.
We could be a match if you have:
- Minimum of 10 years experience in either Trust & Safety, Customer Support Operations or a community management role at a technology company, 5+ years of management experience.
- Advanced knowledge of CRM tools (i.e., Zendesk) People leader with an eye toward development.
- Big ideas thinker and cultivator.
- Critical thinking skills to understand and summarize complex issues quickly.
- Ability to multitask, prioritize, and keep up with a large volume of tasks in a fast-paced environment.
- Experience with user policies, TOS, and escalation procedures in a member facing environment.
- Extreme attention to detail.
- Passion for helping people.
- Bachelor degree or higher.
Top Skills
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.
