User Support Specialist
Hinge is seeking User Support Specialists!
Hinge is looking for a caring and driven individual to provide best-in-class customer service to our growing member base. You’ll field a range of inquiries, including questions about the functionality of the Hinge app, technical troubleshooting, billing and refunds, safety reports, and privacy concerns.
As a Customer Experience Specialist, your core mission will be to troubleshoot and resolve escalated tickets while delivering an empathetic user experience. You will also act as a prime point of contact for our vendor support agents and you’ll work closely with the CX management team to continually improve our support processes and tools.
You’ll be part of a team that’s working to help bring out the best in our members, restore hope to dating, and build a strong community.
Responsibilities:
- Develop a thorough command of the Hinge product and Hinge support processes.
- Respond to a wide range of user questions quickly and clearly
- Take ownership of solving user problems through effective probing and troubleshooting.
- Provide support to Level 1 User Support Agents to guide them towards resolving requests and increasing their product knowledge.
- Surface complex and emerging user issues to our Specialists and partner with them to find solutions.
- Contribute to our growing library of content, including macros, external help center articles, and internal knowledge base articles.
- Assist with ad hoc projects that drive CX initiatives.
What We’re Looking For:
- You're able to work independently and also thrive in a collaborative team environment.
- You have excellent written and verbal communication skills. You're able to clearly communicate technical topics to customers and colleagues.
- You have solid organizational skills, including attention to detail and multi-tasking skills.
- You're generally tech-savvy.
Nice To Have:
- Previous experience in Customer Support, preferably for a software or tech company.
- Experience using Zendesk or other ticketing systems.
Please Note:
- This role is remote with an option to work in the Hinge offices one or two days a week.
- This is an hourly position.
- One weekend shift will be required per month.
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.