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Salary: USD 95,000 - 130,000 / annual
Overtone is a modern matchmaking company building a voice- and audio-forward dating service enabled by AI and grounded in relationship science. You'll own the end-to-end relationship between Overtone and its members, sitting within the Legal & Risk team.
Key responsibilities:
**Member Care & Support**
You'll manage day-to-day member support across the app and email with a high bar for speed, clarity, and kindness. You'll resolve questions end-to-end, from simple how-tos to complex edge cases, knowing when to escalate. You'll handle bug reports rigorously: reproduce issues, write clear steps, collaborate with Product & Engineering on fixes, and communicate resolutions to members.
**Trust & Safety Operations**
You'll review member reports against moderation playbooks and community guidelines, issue warnings, and prepare suspension and ban recommendations. You'll work through appeals fairly and handle content-removal requests within legal timelines, escalating to Legal when necessary.
**Member Communications**
You'll write and maintain the member-facing library: warning notices, suspension and removal notices, appeal outcomes, support macros, and crisis responses. You'll create and update help center articles and FAQs to enable members to self-serve. Every message must be clear, fair, and on-brand.
**Product Partnership**
You'll review support queues weekly for recurring issues, product defects, and playbook gaps. You'll bring findings to Product and Engineering with examples and data, advocating for fixes. You'll be the voice of the member in product decisions, especially those touching safety and care.
The role requires operational discipline, excellent writing, and the ability to stay steady with upset people. You'll work 5 days per week in the NYC Flatiron office.
**Requirements**
2 to 5 years in customer support, trust & safety, content moderation, community management, or another member-facing operations role. You must follow written processes exactly, every time. You write clearly under pressure—suspension notices must be firm, plain, and non-inflammatory. You stay organized at high volume, keep detailed records (what you did, why, when), and can spot patterns across tickets. You're comfortable with ticketing tools and spreadsheets, and interested in automation and AI tools.
**Nice to have**
Experience at a consumer app with safety-sensitive work, writing bug reports with engineering teams, building help center content or macro libraries, running quality review or calibration for moderation/support, working alongside automated moderation, handling scam/fraud/identity reports, or managing support/moderation vendors.
