Critical Response Team Manager

Match Group • New York, NY

8d • $89,500 - $107,500

About The Position

Hinge is hiring a Critical Response Team Manager to lead a team of specialists responsible for handling high-risk, complex, and sensitive Trust & Safety escalations. This is a first-line people management role focused on day-to-day team leadership, decision quality, and operational execution in a fast-paced, high-stakes environment.

You’ll ensure escalations are handled accurately, empathetically, and consistently with Hinge’s policies, values, and legal obligations while supporting the well-being, resilience, and development of your team. This role partners closely with Trust & Safety Policy, Legal, Comms, Product, and regional operations teams.

Requirements

• 4+ years of relevant experience, including 2+ years of people management experience, ideally in Trust & Safety, operations, risk, or a related function with proven ability to coach, develop, and support team members in high-pressure environments
• Experience handling sensitive, high-risk, or complex issues that require strong judgment and discretion
• Strong understanding of online safety, abuse prevention, or platform integrity concepts
• Excellent written and verbal communication skills, particularly when navigating sensitive or ambiguous situations
• Comfort operating in fast-paced, ambiguous, and high-stakes environments
• Sound judgment and decision-making
• Emotional intelligence and empathy, including the ability to manage stress and support others in high-pressure situations
• Collaboration and strong stakeholder management skills

Nice To Haves

• Experience working in Trust & Safety or escalations at a consumer technology platform
• Familiarity with global safety considerations and cultural nuances
• Experience partnering with Legal, Policy, or Communications teams
• Background in incident response or crisis management

Responsibilities

• Directly manage a team of Global Escalations Specialists, providing coaching, feedback, and performance management with regular 1:1s and performance check-ins
• Support onboarding and ongoing team development across policy knowledge, judgment, and escalation handling
• Foster a psychologically safe, inclusive team culture that prioritizes well-being and resilience
• Oversee daily escalation queues to ensure timely, accurate, and consistent resolution of cases
• Serve as a point of escalation for complex or sensitive cases, including those involving safety risk, media attention, legal considerations, or executive visibility
• Review decisions and provide quality feedback to ensure adherence to Trust & Safety policies and escalation standards
• Exercise sound judgment in ambiguous or novel scenarios, escalating appropriately when needed
• Manage daily workflows, coverage, and capacity to meet SLAs and operational goals
• Track and report on team-level metrics including volume, turnaround time, and quality
• Identify escalations trends, flagging insights to senior leadership and supporting process improvements to increase efficiency, consistency, or quality
• Partner with Trust & Safety Policy, Legal, Comms, Product, and regional operations teams on escalated matters
• Support senior manager with preparation for executive, legal, or external escalations
• Communicate clearly and professionally with internal stakeholders on sensitive issues

Benefits

• 401(k) Matching: We match 100% of the first 10% of pre-tax 401(k) contributions you make, up to a maximum of $10,000 per year.
• Professional Growth: Get an 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 6000 courses, starting your first day.
• Parental Leave & Planning: When you become a new parent, you’re eligible for 100% paid parental leave (20 paid weeks for both birth and non-birth parents.)
• Fertility Support: You’ll get easy access to fertility care through Carrot, from basic treatments to fertility preservation. We also provide a stipend towards fertility preservation. You and your spouse/domestic partner are both eligible.
• Date Stipend: All Hinge employees receive a $100 monthly stipend for epic dates– Romantic or otherwise. Hinge Premium is also free for employees and their loved ones.
• ERGs: We have eight Employee Resource Groups (ERGs)—Asian, Unapologetic, Disability, LGBTQIA+, Raices, Women/Nonbinary, Parents —that hold regular meetings, host events, and provide dedicated support to the organization & its community.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed