User Safety Specialist

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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