Bumble Inc.
Our mission is to create a world where all relationships are healthy and equitable, through Kind Connections.
501 - 1000
Member Support Specialist, Escalations (Portuguese)
July 11
🔄 Hybrid – London
Bumble Inc.
Our mission is to create a world where all relationships are healthy and equitable, through Kind Connections.
501 - 1000
Description
• Investigate and troubleshoot the most sensitive and complex escalations to resolution, spanning topics including but not limited to data privacy, billing and technical support. • Demonstrate the ability to efficiently manage and navigate through high volumes of tasks, particularly during peak periods or busy times. • Gather, analyse and utilise relevant data and escalation trends to develop improvements to the overall escalation process, and provide recommendations for process, policy and product improvements. • 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. • Manage internal escalations in an efficient and timely manner. • Proactively contribute ideas and feedback to enhance team efficiency and effectiveness, ensuring continuous improvement in processes and workflows.
Requirements
• Minimum 2+ years experience in a customer service team or an equivalent environment in an escalations role or as a senior agent. • Excellent oral and written skills in English and Portuguese. • Experience in a fast-paced, startup environment.
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