The User Safety Specialist is often the first and only point of contact to users seeking help from Hinge. The ideal candidate will write with clarity and detail and is naturally empathetic and driven to make online dating safer. This specialist should also be relatively tech savvy, as you’ll need to master a handful of internal tools and software. Lastly, you’re a creative problem solver who thrives in a collaborative work environment.
Responsibilities
Manage inbound user safety tickets and ensure SLAs are met
Maintain our bad actor repository, escalating users from Hinge email queue and processing existing cases
QA tickets to ensure alignment with safety standards
Own user safety investigations and escalations end to end
Advocate for, develop, and maintain user safety protocols and processes
Manage all copy and communication for safety macros, triggers, and automations
Act as point of contact and escalation for urgent user safety incidents
Correspond, coordinate with, and support law enforcement, upper management, and Match Group Corporate during user safety incidents
Contribute to deliverables & milestones on safety initiatives through ad hoc project management (i.e., Safety by Design, Safety Center)
Requirements
1+ years of email customer support experience
Comfort with complex and sensitive user facing issues relating to privacy and user safety
Experience in creating or contributing to safety workflows or policy
Social Media Management experience a plus
Successfully leading or implementing a safety training, initiative, or project preferred
Our Company:
Hinge is the dating app for people who want to get off dating apps. In today’s digital world, singles are so busy matching that they’re not actually connecting, in person, where it counts. Hinge is on a mission to change that. So we built an app that’s designed to be deleted. On Hinge, there are no rules, timers, or games. Instead, you’ll meet your most compatible matches and you’ll have unique conversations over what you’ve shared on your detailed profile. It’s a natural way to find a great first date. Currently, 3 out of 4 first dates lead to second dates, we’re the #1 mobile-first dating app mentioned in the New York Times wedding section, and we’re the fastest growing dating app in the US, UK, Canada, and Australia.
Our Culture:
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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