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Salary: USD 95,000 - 130,000 / annual
Overtone is a modern matchmaking platform built on voice and audio, powered by AI and relationship science. You'll own the end-to-end relationship between Overtone and its members, sitting within the Legal & Risk team.
Your responsibilities span three core areas:
Member Care: You'll handle day-to-day support across the app and email with a focus on speed, clarity, and kindness. You'll resolve questions ranging from simple how-tos to complex edge cases, knowing when to escalate. You'll manage bug reports rigorously—reproducing issues, writing clear steps, collaborating with Product & Engineering on fixes, and communicating resolutions back 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, handle content-removal requests within legal timelines, and escalate matters to Legal when necessary.
Member Communications: You'll write and maintain member-facing materials including warning notices, suspension and removal letters, appeal outcomes, support macros, and crisis responses. You'll create and update help center articles and FAQs to enable self-service. Every message must be clear, fair, and consistent with Overtone's voice.
Product Partnership: You'll monitor 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 serve as the member's voice in product decisions, especially those touching safety and care.
The role requires operational discipline and strong writing skills rather than a legal or policy background. You'll work in-person in the Flatiron office, 5 days per week.
REQUIREMENTS:
- 2 to 5 years in customer support, trust & safety, content moderation, community management, or similar member-facing operations role
- Ability to follow written processes exactly and consistently, even repetitively
- Strong writing skills under pressure; ability to write firm, clear, non-inflammatory notices
- Emotional steadiness with upset people; replies don't match their tone
- Organizational skills at high volume with meticulous record-keeping (what you did, why, when)
- Ability to spot patterns across multiple tickets and explain them concisely
- Comfort with ticketing tools and spreadsheets; interest in automation and AI tools
NICE TO HAVE:
- Experience at a consumer app, especially one with safety-sensitive work
- Experience writing bug reports with Product and Engineering teams
- Help center content or macro library building
- Quality review or calibration experience for moderation or support decisions
- Experience with automated moderation systems and flagged content review
- Handling scam, fraud, or identity-related reports
- Managing or working closely with support or moderation vendors
