Job Description

Support Operations Specialist Product & Technical Escalations (German or French)

Inclusion at Bumble Inc.

Bumble Inc. is an equal opportunity employer and we strongly encourage people of all ages, color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, people with disabilities, and neurodivergent people to apply. We're happy to make any reasonable adjustments that will help you feel more confident throughout the process, please don't hesitate to let us know how we can help. In your application, please feel free to note which pronouns you use (For example: she/her, he/him, they/them, etc).

Introduction

At Bumble Inc., we're on a mission to build a world where healthy and equitable relationships thrive in love, in friendship, and in community. Our Customer Experience (CX) team plays a key role in that mission, ensuring every member interaction reflects our values of empathy, respect, and connection.

As a Support Operations Specialist (Product & Technical Escalations), you'll manage Tier 2 (T2) product and technical escalations, troubleshoot issues, and collaborate with Product and Engineering to ensure a seamless member experience. You'll investigate bugs, identify trends, and serve as a bridge between our members and internal teams helping to make Bumble's platforms safer, smoother, and more reliable every day. This role is based in Austin, TX, and follows a follow-the-sun global coverage model, meaning your schedule may include weekends or holidays (with replacement time off during the week). Please note: We are unable to offer visa sponsorship for this role. Candidates must have valid authorization to work in the United States.

What You'll Do

• 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.

Must Haves

• 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.

Nice to Haves

• Previous experience in a technical support or Trust & Safety team.
• Experience with bug triage, QA workflows, or product testing.
• Familiarity with internal documentation or support process optimization.
• Experience supporting global member bases across multiple time zones.
• A passion for social, community, or connection-based platforms.

Location

• This role is based in Austin, TX, and operates on a hybrid model (typically onsite MondayWednesday).
• Due to our follow-the-sun model, this position may include weekend or holiday shifts, with time off provided during the week.
• Please note: We are unable to offer visa sponsorship at this time.

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