Global Escalations Specialist, Member Experience (Singapore)

Matchgroup

Singapore Hybrid permanent

Posted: October 10, 2025

Job Description

Global Escalation Team:

Our Global Escalations team, within the Member Experience org, is dedicated to supporting and protecting our user base. We are looking for a Global Escalations Specialist to help us handle member escalations spanning trust & safety and support policy.

Our Global Escalations team investigates safety issues, abuse, bugs & app functionality issues on the platform, along with enforcing Match Group's Community Guidelines and Terms of Service.

In this role you will::
• Protect our ecosystem, prevent fraudulent activity, enforce our TOS, and help improve the Tinder experience
• Investigate, troubleshoot, and drive our most sensitive complex escalations to resolution, spanning topics across Trust & Safety and member support
• Investigate bug and app functionality reports and work with Engineering to help them resolve issues
• Collect user feedback on new product and feature rollouts
• Be comfortable dealing with high pressure issues, gray areas and policy/process changes
• Address sensitive content issues (graphic content, hate speech, etc.)
• Communicate & co-ordinate with cross-functional partners across Member Experience, Engineering, Comms, Marketing, Legal, outsourced partner teams and more
• Contribute to our own organizational projects and consistently drive process improvements to support the team’s goals and objectives.

We're looking for::
• Minimum of 1+ years in a similar role
• Basic knowledge of Zendesk
• Ability to understand and summarize complex cases quickly
• Outstanding analytical skills and excellent judgment
• Highly flexible and adaptable
• Ability to multitask, keep up with large volumes of emails in a fast-paced environment
• Outstanding time management and prioritization skills
• Quick learner
• Great teammate
• Tech savvy
• Strong attention to details
• Passion for helping people
• Ability to use critical thinking and logic to isolate and resolve issues
• Bachelor degree or higher or equivalent

Recruiting Information:
• Only candidates who are authorized to work in Singapore without requiring work pass sponsorship will be considered.
• We regret that only shortlisted candidates will be notified.

#MG

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