Match Group Shared Care and Moderation Services provides operational support for brands such as Tinder, Match.com, Meetic, OkCupid, Plenty of Fish, BLK, and many more. The department includes moderation and customer service operations, strategic support through teams like policy, knowledge management, customer experience, analytics, and delivers on key Trust and Safety and Customer Care KPIs. This department moves fast to build sustainable solutions that can support the growing business.
We are looking for a customer experience expert to drive strategy on how to deliver best in class customer services. You will be the chief architect of the customer journey from the moment a user seeks help to the moment their problem is solved (and beyond).
You will have a strong background in customer support, voice of customer, content crafting, and knowledge management. This role will be responsible for setting and delivering the standards of customer experience throughout the operations organization. If you have a customer first focus, excellent customer communication skills, strong strategic thinking, and the ability to create lasting change we want to hear from you.
How You’ll Make an Impact:
Lead the end-to-end support experience across all customer touchpoints, ensuring alignment with broader business objectives and brand values.
Build, mentor, and scale a team of KM and CX professionals, fostering a culture of customer advocacy and continuous professional growth.
Partner with Product, Legal, and Operation teams to advocate for the customer and lead fundamental changes in the organization’s approach to service.
Serve as the subject matter expert (SME) in customer service operations, translating high-level business goals into actionable frontline tactics.
Knowledge Management & Content DevelopmentOversee the development, maintenance, and continuous improvement of internal and external knowledge bases for both agents and customers.
Define and implement voice, tone, and quality standards for all customer-facing information to ensure brand consistency.
Ensure support teams have clear, accessible documentation and Standard Operating Procedures (SOPs) to guide them through complex workflows.
Operational Excellence & Process DesignIdentify, map, and refine CX processes to reduce friction, improve efficiency, and enhance both the customer and employee experience.
Design and implement scalable operational models that support customer growth while maintaining "best-in-class" service levels.
Voice of the Customer & Data InsightsLeverage qualitative and quantitative data to understand customer pain points and translate insights into prioritized product or training improvements.
Develop data-gathering frameworks and utilize internal/external analysis to monitor the overall health and success of the support function.
Manage the collection and communication of how customer support is working, ensuring actionable insights are shared with cross-functional partners to drive loyalty and growth.
We Could Be a Match if You Have:
- 5+ years of experience in Customer Experience, Operations, or Knowledge Management, with a track record of building, mentoring, and scaling high-performing workflows or teams.
- A strategic thinker who maintains a "hands-on" approach to execution; able to navigate ambiguity and deliver results in a fast-paced, high-growth environment.
- Expert ability to deconstruct complex technical processes and translate them into scalable, practical workflows and Standard Operating Procedures (SOPs).
- Strong proficiency with Knowledge Management (KM) platforms, Document Management Systems (DMS), and CX software suites.
- Exceptional writing and editing skills with a focus on clarity, usability, and maintaining brand voice across diverse support channels.
- Ability to synthesize qualitative and quantitative data to identify root causes and build compelling business cases for CX investments.
- A design-thinking practitioner dedicated to removing friction and delivering exceptional end-to-end user experiences in complex environments.
- Proven track record of influencing without authority and building strategic partnerships across Product, Legal, Training, and Operations.
- Outstanding verbal and written communicator capable of simplifying complex information for diverse audiences and presenting to senior leadership.
- Solid organizational skills with the ability to manage competing priorities and high-stakes projects simultaneously.
Match Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Match Group and has not been reviewed or approved by Match Group.
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Retirement Support — Employer matching on retirement savings and access to an employee stock purchase program are highlighted as standout elements. Feedback suggests this creates strong long-term financial support as part of total rewards.
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Parental & Family Support — Fully paid parental leave, fertility and family-forming support, and childcare resources are emphasized across materials. Feedback suggests these benefits meaningfully support different family needs.
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Leave & Time Off Breadth — Generous PTO, numerous paid holidays, wellness and volunteer time, and other special leave options are consistently described. Feedback suggests the breadth of time-off options helps sustain work-life balance.
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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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