Facebook pixel

Customer Experience Analyst
Technical Support & Billing
Posted on 9/29/2022
Experience Level
Desired Skills
Android Development
Customer Service
  • 1-5 years experience in a customer service environment, preferably in web/app based support
  • Android, MacOS, iOS, and Windows familiarity
  • Impeccable attention to detail
  • The ability to understand complicated scenarios and respond with appropriate and well-thought-out written solutions
  • A passion for providing a tailor-made customer experience
  • Curiosity and interest in asking hard questions and digging for answers
  • Excellent judgment, including knowing when to escalate and how to prioritize
  • Sensitivity and empathy to a diverse and global user base
  • Strong web savvy and an understanding of internet norms and interactions
  • The ability to learn on the fly
  • The ability to work reliably and independently from home
  • Support & handle all incoming billing issues and requests
  • Serve as the customers voice by discussing needs with the product and engineering teams
  • Handle inbound customer support emails and ensure they are process in adherence to established policies, procedures and quality standards
  • Use intuitive skills to effectively determine customer needs, research possible causes, and create correspondence to fully address and resolve customer inquiries
  • Process subscriptions and refunds, as well as any other necessary transactions.Communicate and collaborate effectively with cross functional teams (Engineering, Finance, and Product teams)
  • Collect and track feedback and bugs from users about the product
  • Contribute to the knowledge base and help in documenting training and SOPs/ playbook documents
  • Be data driven and drive KPIs and metrics for the customer care team
Desired Qualifications
  • Fluency in a second language
  • Experience with Confluence, Jira and Zendesk
  • Familiarity with dating apps
  • Prior success working in a remote environment
Match Group

1,001-5,000 employees

Dating platform conglomerate
Company Overview
Match Group's mission is to spark meaningful connections for every single person worldwide. The company operates platforms including Tinder, Hinge, Okcupid, and more.
  • Medical/Dental/Vision Insurance
  • Charitable Matching Program
  • Retirement Matching Funds
  • Training and Education Allowance
  • Performance Bonuses
  • Mental Health Counseling