Senior Investigator - Critical Safety Programs

The Match Group Safety team is on a mission to create safer platforms and communities for all. As a Senior Investigator within the Critical Safety Incident Program you’ll join Match Group’s growing Safety & Social Advocacy Team to execute on the company’s strategy to enhance user safety for Match Group’s portfolio of brands. This role will report to the Senior Manager of Critical Safety Programs and will work within the central safety program to help build safety incident workflows and processes to receive, investigate, and respond to critical user safety incidents across all Match Group brands.The RoleHandle a high volume caseload of urgent and critical incident typesProvide thorough, detailed investigations using various support platforms (email) to develop case details, analyze evidence, and present recommendations for internal actions to key stakeholdersReview safety cases, bans and appeals as well as handle escalations across all brands at a concierge level of supportCollaborate across teams to identify, research, and recommend solutions to investigative mattersConduct root cause analysis and investigations in response to escalations and incidentsMaintain excellent interpersonal skills and professionalism while delivering outstanding customer serviceEmploy critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concernsLearn and master multiple knowledge base and contact management systemsAct with a sense of urgency to ensure the complete, accurate and timely completion of your caseload within strict service level and quality agreementsDefine and evaluate user abuse metrics, and come up with novel ways to investigate what’s driving these metricsPerform in-depth investigative analysis and look for patterns and trends to identify potential new safety issues

The Match Group Safety team is on a mission to create safer platforms and communities for all. As a Senior Investigator within the Critical Safety Incident Program you’ll join Match Group’s growing Safety & Social Advocacy Team to execute on the company’s strategy to enhance user safety for Match Group’s portfolio of brands. This role will report to the Senior Manager of Critical Safety Programs and will work within the central safety program to help build safety incident workflows and processes to receive, investigate, and respond to critical user safety incidents across all Match Group brands.

The Role

Want more jobs like this?GetProtective ServicesjobsinManhattan, NYdelivered to your inbox every week.

Want more jobs like this?

GetProtective ServicesjobsinManhattan, NYdelivered to your inbox every week.

Get Jobs

Your ExpertiseAA Degree, and/or pursuing a degree in Criminal Justice, Sociology, Business, or CommunicationsInvestigations experience in Law Enforcement, Claims Liability, HRExperience in Crisis Management and/or Sensitivity TrainingExcellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basisComfortable making difficult decisions or recommendations in relation to case investigationsExperience in content moderation, customer support/help center operationsOne year of experience conducting investigations or handling urgent and high-priority issues, such as safety concerns, critical incidents, fraud or financial crimesCommitment to excellence in behavior, performance and work productOrganized and self-driven with an excellent ability to handle a large caseloadExcellent oral, written and interpersonal communication skills with the ability to communicate complex information accurately, clearly and quickly to all levels of managementProven computer and time management skillsAbility to adjust and adapt in a dynamic work environmentVery comfortable exercising judgement based on experience within a highly ambiguous environmentWillingness to work weekends, holidays and outside a standard 8 to 5 shiftPreferred Skills:BA/BS degree, and/or pursuing a degree in Criminal Justice, Sociology, Business, or Communications3+ years of experience in Trust & Safety or Critical Safety operationsHighly trained in critical safety incidents & response protocols, victim advocacy, or crisis responseWhy Match Group?Our mission is simple – to help people find love and happiness!We love our employees too – here are some examples how:Annual training budget for each employee100% employer match on 401k contributionsSpecific COVID-19 allowance for home office set-upMatched giving to qualified organizations100% paid Parental LeaveHappy Hours and Company events (they are all virtual now, but still a ton of fun!)We value diversity at our company and will never discriminate based on someone’s race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Your Expertise

Preferred Skills:

Why Match Group?

Our mission is simple – to help people find love and happiness!

We love our employees too – here are some examples how:

Annual training budget for each employee

100% employer match on 401k contributions

Specific COVID-19 allowance for home office set-up

Matched giving to qualified organizations

100% paid Parental Leave

Happy Hours and Company events (they are all virtual now, but still a ton of fun!)

We value diversity at our company and will never discriminate based on someone’s race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.