Community Operations Manager

Tinder - Los Angeles, CA5.0

30+ days agoFull-time
Tinder brings people together. With tens of millions of users and a presence in every country on earth, our reach is expansive—and rapidly growing. Your work here can change the world. Our Community team is dedicated to supporting our user base. They can take a challenging situation and turn it into a story of success. We are looking for a Community Operations Manager to help us support our users on a global scale, streamline our processes, and improve both quality and productivity. Positivity and attention to detail are a must. If you are a team player with a passion for problem solving, we want to hear from you.

In this role you will:
  • Manage the relationship with Tinder's community support BPO, oversee the day-to-day operations, and ensure continuous communication with HQ
  • Optimize workforce and SLA's for different teams across multiple vendors
  • Provide in-depth and comprehensive forecasts, projections and data to various stakeholders
  • Review timesheets, perform invoice reconciliation, capacity planning, and cost/benefit analyses
  • Manage the quality review process, optimize workflows and ensure that users consistently receive high-quality, emotionally intelligent support
  • Continuously optimize processes and work towards increasing CSAT
  • Lead RFP processes
  • Help improve international support, maintaining a high standard of performance and quality in all markets
  • Identify ways to improve the Tinder customer experience
  • Develop and deliver progress reports and documentation
  • Report directly to the Director of Global Community and Customer Experience
  • This position operates in many time zones
We're looking for:
  • Minimum of 5+ years experience in similar role
  • Expert knowledge of Zendesk
  • Experience managing multiple vendors including offshore vendors - with proven results
  • Experience dealing with email support and content moderation in multiple languages
  • Ability to handle multiple priorities and meet deadlines in stressful situations
  • Strong technical and analytical aptitude
  • Exceptional verbal/written communication skills
  • Ability to multitask, prioritize, and keep up with a large volume of tasks in a fast-paced environment
  • Extreme attention to detail
  • Passion for helping people
  • Bachelor degree or higher
As part of our team, you'll enjoy:
  • The hustle of a startup with the impact of a global business
  • Tremendous opportunity to solve some of the industry's most exciting problems
  • Working with an extraordinary team of smart, creative, fun and highly motivated people
  • Comprehensive health coverage, competitive salary, 401(k) match and meaningful equity
  • Unlimited vacation and flexible working hours
  • Daily catered lunches, endless supply of refreshments, basketball court, fitness classes and social events
  • Modern, uplifting work environment in an ideal location