Hinge
Hinge is the dating app designed to be deleted.
New York, NY
Hybrid

User Support Specialist

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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.

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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 the Meatpacking District. A lot of thought and resources go into providing an enjoyable and rewarding experience at Hinge.

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
We provide employees with a flexible working schedule that includes Summer Fridays and a hybrid work environment.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hinge has Employee Resource Groups (ERGs) that celebrate and champion everyone. Some ERGs include LGBTQIA+, Unapologetic@Hinge, Women of Color, Vibras, and Parents (+ many more).
Hiring practices that promote diversity
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
Dental insurance
Vision insurance
Health insurance
Life insurance
Our liife insurance is equal to 1.5 times an employee's annual salary.
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
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).
Employee stock purchase plan
Performance bonus
Hinge offers each employee an annual performance bonus at up 10% of your salary based on company performance.
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Hinge offers 20 PTO days, 18 holidays, 2 flex holidays, and 10 wellness days to all full-time employees.
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
We offer pre-tax commuter benefits for all employees
Company-sponsored outings
Free daily meals
In-office employees can take advantage of catered lunch Monday-Thursday.
Free snacks and drinks
Company-sponsored happy hours
Pet friendly
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
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
Mentorship program
Continuing education stipend
Get a $3,000 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 204,000 courses
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Hinge also offers employees a Monthly Date Stipend. All employees receive a $100 monthly date stipend to go on great dates and build relationships with their partners, friends, and families. Employees try out new date spots, review them, and then share the reviews with Hinge members for date inspiration.

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