Operations Team Member operating cremation processes for pet aftercare service. Supporting pet parents and veterinary professionals with dignity, compassion, and care in a close - knit team environment.
BI
Hybrid Support Operations Specialist – Product & Technical Escalations, German/French
Posted 2 months ago
About the role
- Support Operations Specialist managing Tier 2 product and technical escalations at Bumble. Troubleshooting issues and ensuring a seamless member experience in a global customer experience team.
Responsibilities
- 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
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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