User Support Specialist
United States
Hinge – Trust & Safety /
Full-time /
Remote
Hinge is the dating app designed to be deleted
In today's digital world, finding genuine relationships is tougher than ever. At Hinge, we’re on a mission to inspire intimate connection to create a less lonely world. We’re obsessed with understanding our users’ behaviors to help them find love, and our success is defined by one simple metric– setting up great dates. With tens of millions of users across the globe, we’ve become the most trusted way to find a relationship, for all.
About the Role
Hinge is seeking a compassionate and motivated individual to join our team as a User Support Specialist.
In this role, you will provide exceptional customer service to our growing member base, addressing a variety of inquiries related to the Hinge app, including functionality, technical troubleshooting, billing, refunds, and product feedback. You will play a crucial role in troubleshooting and resolving escalated tickets in our Zendesk CRM, while consistently delivering an empathetic and user-centric experience. Additionally, you will collaborate closely with the Support management team and Senior Specialists to continuously enhance our support processes and tools.
Join us in our mission to bring out the best in our members, restore hope in dating, and build a strong, supportive community.
Responsibilities:
- Expert Product Knowledge: Utilize an in-depth understanding of the Hinge product and support processes to efficiently and accurately respond to a wide range of user inquiries.
- Problem Resolution: Take ownership of resolving user issues by effectively probing and troubleshooting, using Zendesk to manage user interactions.
- Escalation and Collaboration: Identify and escalate complex or emerging user issues to Specialists, collaborating to find effective solutions.
- Content Contribution: Enhance our user support resources by contributing to the creation and maintenance of content, including macros, external help center articles, and internal knowledge base articles in Guru.
- Project Participation: Engage in ad hoc projects that advance our Trusted Support initiatives, helping to improve overall support quality and efficiency.
What We're Looking For:
- Ability to work independently while thriving in a collaborative team environment.
- Excellent written and verbal communication skills, with the ability to clearly explain technical topics to both customers and colleagues.
- Strong organizational abilities, including meticulous attention to detail and effective multitasking capabilities.
- General tech-savviness, with exposure to tools such as Zendesk, Notion, Guru, Google Suite, and Socure.
$26 - $31 an hour
Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary range is reflective of a position based in New York City. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.
As a member of our team, you’ll enjoy:
401(k) Matching: We match 100% of the first 10% of pre-tax 401(k) contributions you make, up to a maximum of $10,000 per year.
Professional Growth: Get a $3,000 annual Learning & Development stipend once you’ve been with us for three months. You also get free access to Udemy, an online learning and teaching marketplace with over 6000 courses, starting your first day.
Parental Leave & Planning: When you become a new parent, you’re eligible for 100% paid parental leave (20 paid weeks for both birth and non-birth parents.)
Fertility Support: You’ll get easy access to fertility care through Carrot, from basic treatments to fertility preservation. We also provide $10,000 toward fertility preservation. You and your spouse/domestic partner are both eligible.
Date Stipend: All Hinge employees receive a $100 monthly stipend for epic dates– Romantic or otherwise. Hinge Premium is also free for employees and their loved ones.
ERGs: We have eight Employee Resource Groups (ERGs)—Asian, Unapologetic, Disability, LGBTQIA+, Vibras, Women/Nonbinary, Parents, and Remote—that hold regular meetings, host events, and provide dedicated support to the organization & its community.
At Hinge, our core values are…
Authenticity: We share, never hide, our words, actions and intentions.
Courage: We embrace lofty goals and tough challenges.
Empathy: We deeply consider the perspective of others.
Diversity inspires innovation
Hinge is an equal-opportunity employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe success is created by a diverse workforce of individuals with different ideas, strengths, interests, and cultural backgrounds.
If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact employeebenefits@matchgroup.com.
