Directly manage a team of Global Escalations Specialists, providing coaching, feedback, and performance management with regular 1:1s and performance check-ins
Support onboarding and ongoing team development across policy knowledge, judgment, and escalation handling
Foster a psychologically safe, inclusive team culture that prioritizes well-being and resilience
Oversee daily escalation queues to ensure timely, accurate, and consistent resolution of cases
Serve as a point of escalation for complex or sensitive cases, including those involving safety risk, media attention, legal considerations, or executive visibility
Review decisions and provide quality feedback to ensure adherence to Trust & Safety policies and escalation standards
Exercise sound judgment in ambiguous or novel scenarios, escalating appropriately when needed
Manage daily workflows, coverage, and capacity to meet SLAs and operational goals
Track and report on team-level metrics including volume, turnaround time, and quality
Identify escalations trends, flagging insights to senior leadership and supporting process improvements to increase efficiency, consistency, or quality
Partner with Trust & Safety Policy, Legal, Comms, Product, and regional operations teams on escalated matters
Support senior manager with preparation for executive, legal, or external escalations
Communicate clearly and professionally with internal stakeholders on sensitive issues

4+ years of relevant experience, including 2+ years of people management experience, ideally in Trust & Safety, operations, risk, or a related function with proven ability to coach, develop, and support team members in high-pressure environments
Experience handling sensitive, high-risk, or complex issues that require strong judgment and discretion
Strong understanding of online safety, abuse prevention, or platform integrity concepts
Excellent written and verbal communication skills, particularly when navigating sensitive or ambiguous situations
Comfort operating in fast-paced, ambiguous, and high-stakes environments
Sound judgment and decision-making
Emotional intelligence and empathy, including the ability to manage stress and support others in high-pressure situations
Collaboration and strong stakeholder management skills
Experience working in Trust & Safety or escalations at a consumer technology platform
Familiarity with global safety considerations and cultural nuances
Experience partnering with Legal, Policy, or Communications teams
Background in incident response or crisis management

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 an 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 a stipend towards 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+, Raices, Women/Nonbinary, Parents —that hold regular meetings, host events, and provide dedicated support to the organization & its community.

Critical Response Team Manager

Key skills