User Support Specialist

Responsibilities: - **Expert Product Knowledge**: Utilize an in-depth understanding of the Hinge product and support processes to efficiently and accurately respond to a wide range of user inquiries. - **Problem Resolution**: Take ownership of resolving user issues by effectively probing and troubleshooting, using Zendesk to manage user interactions. - **Escalation and Collaboration**: Identify and escalate complex or emerging user issues to Specialists, collaborating to find effective solutions. - **Content Contribution**: Enhance our user support resources by contributing to the creation and maintenance of content, including macros, external help center articles, and internal knowledge base articles in Guru. - **Project Participation**: Engage in ad hoc projects that advance our Trusted Support initiatives, helping to improve overall support quality and efficiency. What We're Looking For: - Ability to work independently while thriving in a collaborative team environment. - Excellent written and verbal communication skills, with the ability to clearly explain technical topics to both customers and colleagues. - Strong organizational abilities, including meticulous attention to detail and effective multitasking capabilities. - General tech-savviness, with exposure to tools such as Zendesk, Notion, Guru, Google Suite, and Jumio. -

Hinge is seeking a compassionate and motivated individual to join our team as a User Support Specialist. In this role, you will provide exceptional customer service to our growing member base, addressing a variety of inquiries related to the Hinge app, including functionality, technical troubleshooting, billing, refunds, and product feedback. You will play a crucial role in troubleshooting and resolving escalated tickets in our Zendesk CRM, while consistently delivering an empathetic and user-centric experience. Additionally, you will collaborate closely with the Support management team and Senior Specialists to continuously enhance our support processes and tools. Join us in our mission to bring out the best in our members, restore hope in dating, and build a strong, supportive community.