Sr. Customer Support Program Analyst

Job Description

Job Description

We are looking for an energetic collaborator to drive change and excellence of our customer support programs. This person will have a strong background in customer support, process management, and technical writing. This role will be responsible for designing, documenting, and improving end-to-end customer support workflows and bring a strong focus on improved customer outcomes through better processes informed by operation and customer insights.

How You’ll Make an Impact :

• Develop and maintain customer support workflows for Tinder and other Match Group brands ensuring agent teams have clear and structured information to provide customer support.
• Lead process optimization efforts based on hands-on knowledge of day-to-day operations and using customer and agent feedback to ensure solutions are practical and deliver customer value.
• Identify bottlenecks, inefficiencies, outdated content, and areas for improvement through feedback loops with relevant teams.
• Use both behavioral and operational data to acquire comprehensive insights into customer needs and preferences.
• Collaborate with operations, training, quality, and knowledge teams to implement new and updated workflows ensuring agent understanding and adoption.
• Ideate on opportunities to enhance the customer support experience with new technologies, tools, or operational workflows.

We Could Be a Match if You Have :

The salary range for this position is $100,000 - $110,000.  Factors such as scope and responsibilities of the position, candidate's work experience, education / training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary range is reflective of a position based in Los Angeles, CA. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.

Why Match Group?

Our mission is simple – to help people find love and happiness! We love our employees too and understand the importance of all life's milestones. Here are some of the benefits we are proud to offer :

Mind & Body   – Medical, mental health, and wellness benefits to support your overall health and well-being

Financial Wellness   – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security

Unplug – Generous PTO and 14 paid holidays so you can unplug

Career   – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work

Family – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts

Company Gatherings – We host fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging!

We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic.  Period.

If you require a reasonable accommodation to participate in the hiring process — such as during pre-employment testing or interviews — please indicate this by selecting “Yes” in the accommodation request field. We’ll reach out to discuss your needs if you're selected for the interview stage.

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