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.