How you’ll make an impact:
- Lead the creation and implementation of a CEO-sponsored, portfolio-wide Social Support function focused on customer service and safety.
- Define the strategic vision, user experience, operational workflows, tooling requirements, and success metrics to measure and demonstrate ROI.
- Partner with T&S Policy and Governance teams to oversee vendor operations, policies, processes, and quality, driving continuous improvement across internal and vendor workflows.
- Collaborate with Workforce and Vendor Management teams to forecast short- and long-term resource needs, ensuring scalability and operational efficiency.
- Advocate for strategic product improvements and resource reallocations to optimize workflows and reduce operational costs.
- Work closely with brand moderation, Product, Security, and IT teams to analyze and enhance cross-portfolio workflows and user experiences.
- Translate operational challenges and process insights into clear, prioritized policy, product, and technical requirements.
- Develop and champion an AI moderation strategy that aligns with business needs and the organization’s overarching AI mission, vision, and guardrails.
We may be a Match if:
- 3+ years of experience managing customer service or trust & safety teams.
- Proven success building, managing, and optimizing a Zendesk instance.
- Knowledge of legal and compliance requirements related to content moderation, data privacy, and user safety.
- Strong track record of designing and improving cross-functional processes across internal and external teams.
- Bonus: Experience managing social support functions or using social media CRM tools.
- Excellent problem-solving, analytical, and presentation skills, with the ability to multitask and prioritize effectively.
- Skilled at distilling complex issues into clear frameworks and actionable plans.
- Strong business acumen and ability to communicate the operational and business impact of key decisions.
- A collaborative team player with deep empathy for users and a growth mindset.
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.
