Global Customer Operations Strategy & Experimentation Leader defining future operations and driving strategic planning with AI. Leading innovation in customer operations within LexisNexis.
BI
Hybrid Support Operations Specialist – Product & Technical Escalations, German/French
Posted 3 weeks ago
About the role
- Manage Tier 2 (T2) product and technical escalations with accuracy, empathy, and efficiency.
- Troubleshoot issues, investigate bugs, and communicate updates clearly to members and internal stakeholders.
- Collaborate closely with Product and Engineering teams to drive bug fixes and feature improvements.
- Identify recurring technical pain points and propose improvements to support tools and workflows.
- Maintain deep awareness of product features, launches, and experiments to provide informed, up-to-date support.
- Contribute to internal knowledge-sharing, SOPs, and training resources.
- Support process refinement and pilot projects that enhance the overall support experience.
Requirements
- 2+ years of experience in customer service, support operations, or escalation management.
- Proven experience handling technical or product-related escalations in a digital or SaaS environment.
- Fluency in English and German or French (additional fluency in Spanish or Portuguese is a plus).
- Proficiency with Zendesk and familiarity with JIRA or similar case management tools.
- Excellent written and verbal communication skills — able to simplify technical issues for non-technical audiences.
- Strong analytical and troubleshooting abilities, with comfort navigating ambiguity.
- Experience working in a fast-paced, global, or startup environment.
- Passion for Bumble’s mission and values, and empathy for our diverse member community.
Benefits
- Maven Fertility
- We offer a $10,000 lifetime benefit opportunity to all employees and their partners around the world. This benefit can be used to support your reproductive journey - from abortion care and related travel costs to fertility treatment, egg-freezing, adoption, surrogacy, and more.
- Family & compassionate paid leave
- Family leave to support you and your loved ones when needed (including victims of domestic abuse or violent crime).
- 26 weeks parental leave
- 26 weeks paid leave for the primary caregiver following the birth, adoption, surrogacy or foster care of a child. The secondary caregiver will also receive 26 weeks paid leave after 1 year of employment.
- Unlimited paid time off
- Take the time you need when you need it.
- Company-wide week off
- Once a year, we have a company-wide week off (some teams need to continue working, and they will be offered alternative time off instead).
Job title
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Degree requirement
No Education Requirement
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