Support Operations Specialist (Spanish)
US TX Austin
Customer Planning & Operations – Member Support /
Employee - Regular/Permanent /
Hybrid
Inclusion at Bumble Inc.
Bumble Inc. is an equal opportunity employer and we strongly encourage people of all ages, colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, people with disabilities, and neurodivergent people to apply. We're happy to make any reasonable adjustments that will help you feel more confident throughout the process, please don't hesitate to let us know how we can help.
In your application, please feel free to note which pronouns you use (For example: she/her, he/him, they/them, etc).
The Bumble Inc. Support Operations team, part of the Customer Experience (CX) function, is responsible for delivering exceptional customer support. Our collective vision is that the members we support will not only retain their loyalty to Bumble but also become advocates for our platform. We aspire to be a true differentiator for Bumble, ensuring that every interaction with our team leaves a lasting positive impression on our members.
The Support Operations Specialist will be responsible for handling Tier 2 (T2) escalations, assisting with bug investigations, and providing empathetic, high-quality support to our members. They will work closely with senior team members and cross-functional partners to refine processes, provide valuable insights, and elevate the overall quality of support.
This role will be based in Austin (Texas), reporting to the Support Operations Manager.
We aim to support our members 7 days a week so ask that you're comfortable being scheduled to work Saturdays and Sundays in exchange for replacement time off during the week.
WHAT YOU WILL DO:
- Handle Tier 2 (T2) escalations, ensuring timely and accurate resolutions while escalating complex cases to the appropriate teams when necessary.
- Investigate and report bugs, following up on resolution progress and keeping members informed with relevant updates.
- Assist in knowledge-sharing efforts, contributing insights on technical issues, emerging trends, and common member concerns.
- Work closely with senior team members and the manager to identify process improvements that enhance efficiency and the overall support experience.
- Collaborate with cross-functional teams, such as Product and Engineering, to relay user feedback and technical issues.
- Provide feedback on incorrect escalations from the BPO team to help improve quality and adherence to best practices.
- Support ad-hoc projects and initiatives as assigned by the manager, contributing expertise as needed.
REQUIRED EXPERIENCE AND SKILLS:
- Minimum 2+ years experience in a customer service team or an equivalent environment in an escalations role or as a senior agent.
- Familiarity with ticketing and case management systems (e.g., Zendesk, JIRA).
- Excellent communication skills, both written and verbal in Spanish
- Experience in a fast-paced, startup environment.
ABOUT YOU:
- You are flexible, self-motivated, dedicated, and hard-working
- You are able to understand and summarise complex cases quickly
- You have outstanding analytical skills and excellent judgement
- You have the ability to use critical thinking and logic to isolate and resolve issues
- You are collaborative, enthusiastic and fun to work with.
- You are deeply passionate about Bumble's brand vision and values
$55,000 - $60,000 a year
About Us
Bumble Inc. is the parent company of Bumble, Badoo, Bumble For Friends, and Geneva. The Bumble platform enables people to build healthy and equitable relationships, through Kind Connections. Founded by Whitney Wolfe Herd in 2014, Bumble was one of the first dating apps built with women at the center and connects people across dating (Bumble Date), friendship (Bumble For Friends) and professional networking (Bumble Bizz). Badoo, which was founded in 2006, is one of the pioneers of web and mobile dating products. Bumble For Friends is a friendship app where people in all stages of life can meet people nearby and create meaningful platonic connections. Geneva is a group and community app for people to connect based on shared interests.
