The Bumble Inc. The Support Operations team, part of the Customer Experience (CX) function, is responsible for delivering exceptional customer support. Our collective vision is that the members we support will not only retain their loyalty to Bumble but also become advocates for our platform. We aspire to be a true differentiator for Bumble, ensuring that every interaction with our team leaves a lasting positive impression on our members. The Support Operations Specialist will be responsible for handling Tier 2 (T2) escalations, assisting with bug investigations, and providing empathetic, high-quality support to our members. They will work closely with senior team members and cross-functional partners to refine processes, provide valuable insights, and elevate the overall quality of support. This role will be based in Austin (Texas), US, reporting to the Support Operations Manager. We aim to support our members 7 days a week, so we ask that you're comfortable being scheduled to work Saturdays, Sundays and Bank Holidays in exchange for replacement time off during the week. WHAT YOU WILL DO
Handle Tier 2 (T2) escalations, ensuring timely and accurate resolutions while escalating complex cases to the appropriate teams when necessary.Investigate and report bugs, following up on resolution progress and keeping members informed with relevant updates.Work with highly sensitive member information, avoiding data breaches and making sure you are working within legal guidelines.Assist in knowledge-sharing efforts, contributing insights on technical issues, emerging trends, and common member concerns.Work closely with senior team members and the manager to identify process improvements that enhance efficiency and the overall support experience.Collaborate with cross-functional teams, such as Legal, Product and Engineering, to relay user feedback and technical issues.Provide feedback on incorrect escalations from the BPO team to help improve quality and adherence to best practices.Support ad-hoc projects and initiatives as assigned by the manager, contributing expertise as needed.EXPERIENCE WE ARE LOOKING FOR
Minimum 2+ years of experience in a customer service team or an equivalent environment in an escalations role or as a senior agent.Familiarity with ticketing and case management systems (e.g., Zendesk, JIRA).Excellent communication skills, both written and verbal, in German or French.Experience in a fast-paced, startup environment.ABOUT YOU
You are flexible, self-motivated, dedicated, and hard-workingYou are able to understand and summarise complex cases quicklyYou have outstanding analytical skills and excellent judgementYou have the ability to use critical thinking and logic to isolate and resolve issuesYou are collaborative, enthusiastic and fun to work with.You are deeply passionate about Bumble's brand vision and valuesWe strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, and individuals with disabilities to apply. Bumble is an equal opportunity employer and welcomes everyone to our team. If you need reasonable adjustments at any point in the application or interview process, please let us know.
In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
