Develop and maintain customer support workflows for Tinder and other Match Group brands ensuring agent teams have clear and structured information to provide customer support.
Lead process optimization efforts based on hands-on knowledge of day-to-day operations and using customer and agent feedback to ensure solutions are practical and deliver customer value.
Identify bottlenecks, inefficiencies, outdated content, and areas for improvement through feedback loops with relevant teams.
Use both behavioral and operational data to acquire comprehensive insights into customer needs and preferences.
Collaborate with operations, training, quality, and knowledge teams to implement new and updated workflows ensuring agent understanding and adoption.
Ideate on opportunities to enhance the customer support experience with new technologies, tools, or operational workflows.

3-5 years of experience in customer service, process improvement, or technical writing.
Proven ability to understand complex processes and translate them into practical workflows that can be completed at scale.
Strong writing skills with a focus on clarity, usability, and consistency.
Understanding the voice of the customer dynamics and ability to take qualitative and quantitative insights and turn into meaningful process improvements.
Collaborative with experience engaging with different types of roles and levels, including operations, quality, training, legal, and product.
Solid organizational skills, with ability to manage multiple projects and competing priorities.

Medical, mental health, and wellness benefits to support your overall health and well-being
Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000)
Employee stock purchase program to help you feel supported in your financial security
Generous PTO and 14 paid holidays so you can unplug
Annual training allowance for professional development and ERG membership opportunities and events
20 weeks of 100% paid parental leave
Fertility, adoption, and child care resources
Pet insurance and discounts
Fun happy hours and company events

Senior Customer Support Program Analyst

About this role