Senior Member Support Specialist, Data Protection
Trust is the foundation of every healthy relationship — and at Bumble, building trust is core to our mission as the Love Company. Our Trust & Safety team protects the integrity of our platform, ensuring members feel safe, respected, and confident when connecting with others.
As a Senior Compliance Specialist, you are the highest-level individual contributor within Compliance Operations — a trusted expert who navigates complexity with clarity and care. You will handle the most sensitive and high-risk member cases related to account information and data privacy, partnering closely with Legal, Privacy, and leadership to ensure our decisions uphold global regulatory standards and our values of Respect, Courage, and Excellence. In this role, you will also responsibly leverage AI-supported tools to enhance case analysis and documentation, balancing efficiency with thoughtful human judgment. Your work directly safeguards member rights and strengthens the credibility of our global platform.
What You'll Do
- Own and resolve the most complex, high-risk, and regulator-adjacent cases related to account information, identity integrity, and data privacy, ensuring compliant resolution within SLA.
- Review and process advanced Data Subject Access Requests (DSARs), applying GDPR and other regional privacy regulations with sound judgment and documentation discipline.
- Act as the primary L3 escalation point for ambiguous or sensitive cases, independently assessing risk while escalating legal interpretation and final decisioning when required.
- Partner closely with Legal, Privacy, and the Data Protection Officer (DPO) on legal threats, regulator inquiries, or escalated privacy matters, ensuring audit-ready documentation and clear case narratives.
- Monitor UnitQ feedback and other quality signals to identify emerging trends, systemic risks, or member pain points, transforming insights into actionable improvements that strengthen upstream processes.
- Provide structured feedback to L2 agents and external partners (including BPO teams), reinforcing decision-tree application and improving escalation quality — demonstrating Excellence and a commitment to raising the bar.
- Contribute to the development and refinement of SOPs, guidelines, and training materials, embedding Curiosity and continuous improvement into team practices.
- Leverage case management systems and AI-enabled tools to synthesize information, identify patterns, and support accurate, consistent, and well-documented outcomes while maintaining responsible human oversight.
- Support audits, regulatory readiness efforts, and cross-functional investigations, collaborating with purpose and seeing complex matters through from insight to impact.
About You
- Typically requires 3–5 years of experience, though we welcome candidates with alternative backgrounds that demonstrate equivalent skills.
- Deep experience in compliance operations, Trust & Safety, advanced customer support, or similar environments handling sensitive or high-risk data.
- Demonstrated expertise processing DSARs and applying GDPR and global data protection principles in real-world casework.
- Strong risk assessment capability with the confidence to make independent decisions while recognizing when escalation is required.
- Experience partnering with Legal, Privacy, or senior stakeholders in regulator-adjacent or legally sensitive contexts.
- Exceptional documentation discipline, ensuring cases are clear, defensible, and audit-ready.
- Comfortable using case management platforms, quality monitoring tools (such as UnitQ), and AI-supported workflows to increase analytical depth and efficiency.
- Embodies Courage and Respect by navigating ambiguity calmly, balancing empathy for members with regulatory integrity.
- Acts as a trusted subject matter expert, collaborating cross-functionally, taking ownership of outcomes, and adapting with an agile mindset as regulations, tools, and policies evolve.
