Sr. Customer Support Program Analyst

Match Group • Los Angeles, CA

54d • $100,000 - $110,000

About The Position

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.

Requirements

• 3-5 years of experience in customer service, process improvement, or technical writing.
• Proven ability to understand complex processes and translate them into practical workflows that can be completed at scale.
• Strong writing skills with a focus on clarity, usability, and consistency.
• Understanding the voice of the customer dynamics and ability to take qualitative and quantitative insights and turn into meaningful process improvements.
• Collaborative with experience engaging with different types of roles and levels, including operations, quality, training, legal, and product.
• Solid organizational skills, with ability to manage multiple projects and competing priorities.

Responsibilities

• 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• Identify bottlenecks, inefficiencies, outdated content, and areas for improvement through feedback loops with relevant teams.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.

Benefits

• Medical, mental health, and wellness benefits to support your overall health and well-being
• 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
• Generous PTO and 18 paid holidays so you can unplug
• Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work
• 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
• We host fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees