Portuguese Global Escalations Specialist

2 weeks ago

London, Greater London, United Kingdom Bumble Full time
The Community Operations team is the team sitting on the front line.

Our vision is that the members we support will be more likely to retain and advocate for Bumble than those who never need to contact us - that we are a true differentiator for Bumble.


  • We are looking for a passionate and driven individual to join our Community Operations team. Working for both the Badoo and the Bumble brands, the Global Escalations Specialist will be responsible for handling member escalations and contributing to reducing the number of escalations we receive by analysing the root cause and providing recommendations and solutions.
  • KEY ACCOUNTABILITIES
  • Investigate and troubleshoot the most sensitive and complex escalations to resolution, spanning topics including but not limited to data privacy, billing and technical support.

Gather, analyse and utilise relevant data and escalation trends to develop improvements to the overall escalation process, provide recommendations for process, policy and product improvements.

Performing RCA (Root Cause Analysis) to reduce the number of escalations that we receive.
Handle high pressure escalations and grey areas, and collaborate with cross functional experts, when appropriate, to resolve issues swiftly.
Investigate bug and app functionality reports and work with the Engineering Team to help them resolve issues.

Communicate and collaborate with global cross-functional teams partners across Community Operations, Engineering, Product, Marketing, Legal, outsourced partner teams and more to problem-solve and develop solutions.

Manage internal escalations in an efficient and timely manner.

EXPERIENCE WE ARE LOOKING FOR

  • Minimum 2+ years experience in a customer service team or an equivalent environment in an escalations role or as a senior specialist.
Excellent oral and written skills in English and Portuguese.
Experience in a fast-paced, startup environment is a plus.
Experience in RCA (Root Cause Analysis) and technical troubleshooting.
Experience with SQL or spreadsheet software, and using data to drive strategy and business action preferred but not required.

ABOUT YOU

  • You are flexible, self motivated, dedicated, and hard working
You have a positive approach together with a willingness to learn
You are able to understand and summarise complex cases quickly
You have outstanding analytical skills and excellent judgement
You have the ability to use critical thinking and logic to isolate and resolve issues
You are enthusiastic and fun to work with
You are deeply passionate about Bumble's brand vision and values.

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