Member Trust & Care Specialist

The role

You will own the relationship between Overtone and its users by managing member support, trust and safety operations, and member communications. You will also partner with Product and Engineering to advocate for fixes and improvements based on member feedback.

What you will do

• Own day-to-day member support across the app and email
• Resolve questions from simple how-tos to complex edge cases
• Handle bug reports by reproducing issues and working with Product and Engineering
• Review member reports against moderation playbook and community guidelines
• Issue warnings and prepare suspension and ban recommendations
• Work through member appeals fairly
• Handle content-removal requests within required timelines
• Write and maintain the member facing library including notices and support macros
• Write and update help center articles and FAQs
• Bring recurring issues and product defects to Product and Engineering

Required qualifications

• 2 to 5 years in customer support, trust & safety, content moderation, community management or another member-facing operations role
• Follow a written process exactly
• Write clearly under pressure
• Stay steady with upset people
• Stay organized at high volume and keep records
• Spot a pattern across a week of tickets and explain it in a few sentences
• Comfortable with ticketing tools and spreadsheets
• Interested in using automation and AI tools

Nice to have

• Experience at a consumer app, especially one with safety-sensitive work
• Writing bug reports with Product and Engineering teams
• Building help center content or macro libraries
• Running quality review or calibration for moderation or support decisions
• Working alongside automated moderation, such as reviewing flagged content
• Handling scam, fraud or identity-related reports
• Managing or working closely with a support or moderation vendor

Benefits

• Medical, dental and vision insurance
• 401(k)
• Paid time off, holidays and sick leave
• Commuter benefits, stipends and other perks

About the company

Overtone is a modern matchmaking company, from the creator of Hinge. They are building a voice- and audio-forward service enabled by AI and grounded in relationship science.