Customer Experience Operations Specialist at Hinge

| Greater NYC Area
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The CX Operations Specialist will coordinate the day-to-day operations of the remote support team and Hinge’s self-service vendors. The major responsibilities include coaching the support agents, optimizing self-service touchpoints, and tracking performance metrics.

Responsibilities:

  • Coach remote support team to ensure metric goals are achieved
  • Respond to escalated support tickets
  • Identify and propose areas for improved practices and policies
  • Administer Zendesk CRM by regularly auditing and improving macros, triggers, automations, and escalation flows.
  • Keep the support team up-to-date on latest practices and policies
  • Update and optimize Hinge’s Help Center and AI-assisted self-service channels
  • Coordinate and execute on internationalization efforts

Requirements:

  • 1-3 years in a support operations role
  • Extremely strong written and verbal communication skills
  • Highly organized
  • Ability to cultivate relationships with diverse stakeholders
  • 1-2 years Zendesk administrative experience.

Our Company:
Hinge is the dating app for people who want to get off dating apps. In today’s digital world, singles are so busy matching that they’re not actually connecting, in person, where it counts. Hinge is on a mission to change that. So we built an app that’s designed to be deleted. On Hinge, there are no rules, timers, or games. Instead, you’ll meet your most compatible matches and you’ll have unique conversations over what you’ve shared on your detailed profile. It’s a natural way to find a great first date. Currently, 3 out of 4 first dates lead to second dates, we’re the #1 mobile-first dating app mentioned in the New York Times wedding section, and we’re the fastest growing dating app in the US, UK, Canada, and Australia.
Our Culture:
- Authenticity: Share your genuine thoughts and opinions directly. 
- Courage: Invite and deeply consider challenges and criticism.
- Empathy: Be empathetic, communitarian and trustworthy. 
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • ReactLibraries
    • SparkFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • MondayManagement

Location

The office is located near Washington Square Park, steps from Soho, and in one of the most quintessential neighborhoods in NYC.

An Insider's view of Hinge

How would you describe the company’s work-life balance?

Hinge understands that employees are able to bring our best selves to work when we’re able to make time for our personal lives. The motto here is “work hard, rest hard." When you’re at work, you show up rested and present. And when you’re on vacation, we want you to unplug and really take in your downtime.

Michelle

Designer

How do you collaborate with other teams in the company?

In-person communication and collaboration have been central to keeping our team small and efficient, as well as being able to accommodate a massive scale in a short amount of time. Keeping everyone under one roof has led us to develop ideas through a reliable, data-oriented process. Best of all, feedback isn’t just appreciated; it’s encouraged!

Saul

iOS Engineer

How has your career grown since starting at the company?

As a direct result of Hinge's culture of empowerment and continuous learning, I was given the opportunity to transition from customer service associate to operations. I’ve learned volumes, and look forward to continuing to build out my knowledge base and skill set to achieve even more with Hinge.

Lucia

VP of Operations

How do you empower your team to be more creative?

Our team is built around individuals who add to our success, not just supplement what already works. Once we rally around an objective, they each have the freedom to take their own route through different learnings and opportunities.

Hala

Head of Member Services

What are some social events your company does?

We're about authentic connections, not just alcohol. Events have included a slumber party, an escape room, a party in which we had 12-15 puppies, competitive field days, and more. We plan an event for each new hire that showcases their unique personality.

Jamel

Office and Culture Coordinator

What are Hinge Perks + Benefits

Hinge Benefits Overview

We have a generous benefits package thanks to being a part of the larger Match Group, but we run out of our very own HQ in Greenwich Village. A lot of thought and resources go into providing an enjoyable and rewarding experience at Hinge.

Culture
Friends outside of work
Eat lunch together
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our employees can contribute up to $3,500 pre-taxed dollars for individual plans and $7,000 pre-taxed dollars for Family plans on annual basis.
Disability Insurance
Disability insurance covers 60% of annual salary up to $25000 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Our liife insurance is equal to 1.5 times an employee's annual salary.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Hinge provides employees with a 401(k) matching plan managed by Schwab. We match 100% of contributions up to 10% of an employee's annual gross pay.
Company Equity
Hinge offers employees SARs that vest 50% after 2 years and 100% after 3 years. Once vested, these SARs can be liquidated or converted into Match Group stock (MTCH, Nasdaq).
Performance Bonus
Hinge offers each employee an annual performance bonus at up 20% of your salary based on company performance.
Child Care & Parental Leave Benefits
Flexible Work Schedule
We provide employees with a flexible working schedule that include Summer Fridays and a use as you need work from home policy.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
While we offer unlimited vacation days we also have implemented a 3 week minimum to ensure each employee is actually taking time off.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees.
Company Outings
Each new hire that joins the team gets to choose a team outing and bonding experience. We also have a company wide retreat which allows employees to bond and plan for the next year.
Stocked Kitchen
Justin McLeod, Hinge’s Founder & CEO, is a very health conscious yogi, so only healthy yet delicious snacks and drinks are allowed in our office. No soda or junk food.
Some Meals Provided
As a team we enjoy breakfasts on Monday, catered lunch on Wednesday, and appetizers and beverages on Friday afternoons. Department teams do their own manager-lead lunches weekly or bi-weekly.
Pet Friendly
Our VP of Pupperations and Chief Barketing Officer love playing with furry friends. We are a dog friendly office so feel free to bring your best friend to work with you.
Fitness Subsidies
We offer a $50 exercise stipend for you to use at the gym or fitness center of your choosing.
Professional Development Benefits
Lunch and learns
We enjoy lunch together on Wednesday every week. During those Wednesday Lunches a member of the team hosts a lunch and learn featuring a new team member, department tutorial, new projects or AMAs.
Promote from within

Additional Perks + Benefits

Hinge also offers employees a Monthly Date Stipend. All employees receive a $200 monthly date stipend to go on great dates and build relationships outside of the office. Employees try out new date spots, review them, and then share the reviews with Hinge members for date inspiration.

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