Critical Response Team Manager

Responsibilities

• 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

Escalation Handling:

• 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

Operational Execution:

• 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

Cross-Functional Collaboration:

• 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

What We're Looking For

• 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

Preferred Qualifications:

• 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

$89,500 - $107,500 a year
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 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+, R aices , Women/Nonbinary, Parents -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 let your Talent Acquisition partner know.
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