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The Trust & Safety Advocate investigates escalations related to user safety, addresses abuse, and resolves member support issues, collaborating with various teams to enforce guidelines.
Our Trust & Safety team is seeking a Trust & Safety advocate to protect its user base by handling escalations related to trust & safety and member experience. This role involves investigating safety issues, abuse, bugs, and app functionality, while enforcing community guidelines and terms of service. The Trust & Safety Advocate will resolve high-severity issues escalated from partner teams, collaborate with the Legal department to address privacy concerns, and remove bad actors from our dating platforms. This includes monitoring and resolving escalated concerns from partner sites, promoting community safety through daily tasks, resolving escalated billing inquiries, and de-escalating litigation threats against Match Group.
How you'll make an impact:
- Investigate and resolve complex escalations related to Trust & Safety and member support.
- Troubleshoot and resolve bug and app functionality reports in collaboration with Engineering and Product teams.
- Handle high-pressure situations, gray areas, and policy changes.
- Communicate and coordinate with various cross-functional partners, including Member Experience, Engineering, Legal, and outsourced teams.
- Contribute to and own organizational projects, driving process improvements.
- Escalate member legal concerns to the Legal/Privacy teams.
- Address member privacy rights and accessibility concerns.
- Handle escalated billing tasks.
We could be a match if:
- Basic knowledge of Zendesk and familiarity with similar tools.
- Ability to understand and summarize complex cases quickly.
- Outstanding analytical skills and excellent judgment.
- Highly flexible and adaptable, comfortable with policy and process changes.
- Ability to multitask and manage large volumes of emails in a fast-paced environment.
- Outstanding time management and prioritization skills.
- Quick learner and tech-savvy.
- Strong attention to detail.
- Passion for helping people.
- Ability to use critical thinking and logic to isolate and resolve issues.
- Solid understanding and background knowledge of high-severity issues with a Trust & Safety focus.
- Ability to handle and review disturbing content without involving personal beliefs.
- Bachelor degree or higher or equivalent experience.
Why Match Group?
Our mission is simple – to help people find love and happiness! We love our employees too and understand the importance of all life's milestones. Here are some of the benefits we are proud to offer:
Mind & Body – Medical, mental health, and wellness benefits to support your overall health and well-being
Financial Wellness – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security
Unplug – Generous PTO and 14 paid holidays so you can unplug
Career – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work
Family – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
Company Gatherings – We host company events where our employees get to know each other and build a sense of connection and belonging!
We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic. Period.
If you require a reasonable accommodation to participate in the hiring process — such as during pre-employment testing or interviews — please indicate this by selecting “Yes” in the accommodation request field. We’ll reach out to discuss your needs if you're selected for the interview stage.
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Top Skills
Zendesk
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