Member Safety Support Manager
London, UK | Full-time
Member Safety
Share this opportunity

We 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, he/him, they/them, etc).

We are looking for a passionate and driven individual to join our Member Safety team. Working for the Badoo brand the Member Safety Support Manager will be responsible for managing a team of specialists, responding to escalated safety incidents and keeping our members and platform safe.


KEY ACCOUNTABILITIES

  • Directly manage and mentor a team of Member Safety Support Specialists
  • Gather, analyse and utilise relevant data and escalation trends to develop improvements to the overall escalation processes and provide recommendations for process, policy and product improvements
  • Investigate and resolve reported serious safety escalations across multiple channels in a timely manner
  • Address traumatic, sensitive and potentially offensive content
  • Work closely with global cross-functional teams including Public Policy, Product Safety, Community Operations and others to problem solve and develop solutions
  • Own, develop and improve the internal Safety guidelines, keeping them updated when we introduce policy changes
  • Create and coordinate content for the Safety Centre
  • Assist with ad-hoc projects

EXPERIENCE WE ARE LOOKING FOR

  • Customer service experience at a managerial level
  • Ideally a minimum of 3+ years experience in escalations or similar experience in a fast-paced, often high pressured environment
  • Strong writing skills in English and fluency in one of the following languages: Spanish, French or Portuguese
  • Experience in investigations, internet safety or equivalent environment ideal but not required
  • Social work experience is ideal but not required. (For example, answering phones for Samaritans or a Domestic Violence hotline)

ABOUT YOU

  • You are passionate about safeguarding our community with empathy and compassion
  • You are flexible, self-motivated, dedicated, and hard-working 

  • You understand the importance of supporting a team that may experience compassion fatigue or secondary trauma
  • You have the ability to multitask and manage competing priorities without getting overwhelmed
  • You have strong conflict management skills and the ability to prioritise cases depending on the urgency
  • You are positive and have a logical approach together with a willingness to learn
  • You are enthusiastic and fun to work with
  • You are deeply passionate about Bumble and Badoo's brand vision and values

With over 700 staff in 10+ countries all working remotely during the time of COVID-19, we’ve worked hard to adapt and support our teams during this challenging time, including:

Flexible working hours

Streaming free, live yoga & meditation sessions each week, as well as a full weekly timetable of free online exercise classes

‘Random Coffee’ - connecting staff across the globe in pairs once a week to get to know each other over a video chat

‘First Fridays’ - meal delivery for a remote lunch with your team once a month

Employee Support Fund for those whose households are experiencing financial hardship due to COVID-19

Written resources to guide employees through this challenging time

You will also be taken through a fully digital onboarding process!

About Bumble Inc.: Bumble Inc. is the parent company of Badoo and Bumble, two of the world’s highest-grossing dating apps with millions of users worldwide. The Bumble platform enables people to connect and build equitable and healthy relationships. Founded by CEO Whitney Wolfe Herd in 2014, the Bumble app was one of the first dating apps built with women at the center, and the Badoo app, which was founded in 2006, was one of the pioneers of web and mobile dating products. Bumble currently employs over 700 people in offices in Austin, Barcelona, London, and Moscow. For more information, please visit: https://team.bumble.com/

Member Safety Support Manager
London, UK | Full-time
Member Safety
Apply Now