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The Escalations Specialist will lead investigations into user safety incidents, manage escalations, and work with cross-functional teams to ensure user safety and compliance.
Hinge is the dating app designed to be deleted
In today’s digital world, singles are so focused on sending likes and looking through profiles that they’re not actually building meaningful connections and finding relationships. Hinge is on a mission to change that by designing the most effective app experience. On Hinge, there are no rules, timers, or games. Instead, you’ll have unique conversations over the text, photos, and audio you’ve shared on your profile. And it’s resonating with daters. Currently we’re setting up a date every two seconds.
Escalations Specialists play a critical role in protecting and supporting the Hinge community by leading investigations into complex user safety incidents. Working closely with Trust & Safety, Legal, Communications, and other cross-functional teams, this individual will manage high-priority escalations from intake to resolution, while ensuring fidelity to user privacy and safety.
Responsibilities:
- Lead end-to-end investigations of urgent safety incidents, including intake, triage, data analysis, documentation, and resolution.
- Distill findings into clear, actionable reports for internal stakeholders including Legal, Litigation, Communications, and Match Group’s Central Safety team.
- Draft high-quality, user-facing communications related to sensitive or escalated cases.
- Ensure investigation documentation is maintained and aligned with privacy and compliance standards.
- Facilitate coordination between internal teams and external entities, including PR, Legal, and regulatory bodies.
- Maintain performance and quality metrics (e.g., time to resolution, QA scores, communication effectiveness).
- Collaborate with T&S Operations teams to identify process gaps and drive improvements in safety workflows.
What We're Looking For:
- 2+ years of experience supporting legal or regulatory investigations, crisis response, or related Trust & Safety work.
- 1–2 years working in Trust & Safety or risk operations at a technology or consumer platform company (preferred).
- Deep understanding of privacy and data sensitivity, particularly in relation to user safety.
- Strong analytical skills with the ability to interpret complex datasets and derive key insights.
- Excellent verbal and written communication skills, including the ability to write user-facing messages with empathy and clarity.
- Highly organized, with demonstrated ability to manage time-sensitive cases and competing priorities.
- Familiarity with moderation systems (manual and automated) and experience using investigative tools or case management platforms.
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.
If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please speak to your Talent Acquisition Partner directly.
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