Member Trust & Care Specialist

YOUR ROLE You'll own the relationship between Overtone and the people who use it. When we launch, members will have questions, run into bugs, report each other, and sometimes appeal decisions about their accounts. You'll run that work end to end. The role sits within the Legal & Risk team, because enforcement decisions and member trust are intertwined and some of this work touches obligations with legal deadlines.   WHAT YOU’LL DO Member care - Own day-to-day member support across the app and email, with a high bar for speed, clarity and kindness. - Resolve questions end to end, from simple how-tos to complex edge cases, and know when to escalate. - Handle bug reports with rigor: reproduce the issue, write clear steps, work with Product & Engineering on the fix, and tell the member when it's resolved. Trust & safety operations - Review member reports against our moderation playbook and community guidelines. - Issue warnings and prepare suspension and ban recommendations. - Work through each appeal fairly. - Handle content-removal requests within required timelines. - Escalate matters to Legal when necessary. Member communications - Write and maintain the member facing library: warning, suspension and removal notices, appeal outcomes, support macros and crisis responses. - Write and update help center articles and FAQs so members can solve common problems on their own. - Keep every message clear, fair and in Overtone's voice. Product partnership - Read the queue every week for recurring issues, product defects showing up as support tickets, and gaps in our playbook. - Bring what you find to Product and Engineering with examples and numbers, and advocate for fixes. - Be the voice of the member in product decisions, especially those that touch safety and member care.   WHO YOU ARE We're hiring for operational discipline and good writing, not a background in law or policy. Required - 2 to 5 years in customer support, trust & safety, content moderation, community management or another member-facing operations role. - You follow a written process exactly, every time, including the hundredth time. - You write clearly under pressure. A suspension notice has to be firm, plain and non-inflammatory, and you'll write a lot of them. - You stay steady with upset people, and your replies don't match their tone. - You stay organized at high volume and keep records as you go: what you did, why, and when. - You can spot a pattern across a week of tickets and explain it in a few sentences. - You're comfortable with ticketing tools and spreadsheets, and interested in using automation and AI tools to work better. 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.   COMPENSATION & BENEFITS Salary of $95k to $130k. The offer within that range depends on experience and skills. This position will receive meaningful stock options with considerable upside potential. We provide standard benefits such as: - Medical, dental and vision insurance - 401(k) - Paid time off, holidays and sick leave - Commuter benefits, stipends and other perks OUR CORE QUALITIES We look for these qualities in everyone we hire at Overtone. Curiosity: You seek to understand before you decide. You ask thoughtful questions, test assumptions, and stay open to changing your mind as new information emerges. Craft: You care deeply about quality and coherence. You simplify complexity, exercise good judgment, and take pride in work that feels intentional, thoughtful, and well-made. Collaboration: You engage with others honestly and generatively. You challenge ideas with respect, listen deeply, and help synthesize perspectives into clearer, better outcomes. Care: You take responsibility for people and outcomes. You act with integrity, follow through on commitments, and protect trust—with users, teammates, and the work itself. ABOUT OVERTONE Overtone is a modern matchmaking company, from the creator of Hinge. We’re building a voice- and audio-forward service, enabled by AI, grounded in relationship science. There’s no profiles or swiping. We get to know people in their own voice, then make thoughtful introductions, one at a time, to people we think are worth meeting. The service is in beta-testing and not yet open to the public. We’re building a small team of people passionate about relationships and human connection, to work together in person in our NYC office (5 days a week in Flatiron). EQUAL OPPORTUNITY Overtone is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital or partnership status, caregiver status, veteran or military status, or any other status protected by law. We will consider qualified applicants with arrest and conviction records in a manner consistent with the New York City Fair Chance Act and other applicable law. If you need an accommodation at any point in the application or interview process, email [email protected] and we'll work with you.