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.
- 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
- 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.
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.
- 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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