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.