Customer Support — Muse Group

Customer Support

Muse Group

Remote

Vacancy Description:

Muse Group empowers music makers. We create the world’s most popular apps for playing, recording, and composing music. Through our innovative learning tools, expansive music catalogs, and free open-source software, we make it easier for millions — from beginners to experienced musicians — to be creative every day. Our talented team of music lovers collaborates all over the globe, from Limassol to Seoul, and Boston to Berlin. We’re an ambitious company with the drive and culture of a startup, with many more exciting Muse Group developments to come.

We are looking for a Customer Support to manage complex account cases, support integrations, collaborate with resellers and sales partners, and help enhance the overall customer experience.

You won't hear water cooler chat about the weather here at Muse, here we are rating our favorite Prince albums and discussing Japanese punk.

Key Responsibilities:

Handle support tickets in Zoho (Noteflight) and Zendesk (EEi) + SMP/D.
Resolve complex account cases (admin switches, account security, email changes, score transfers, etc.).
Support integrations (LTI, Google Classroom, Recurly, MailChimp, Zoho CRM, NF Admin tools).
Identify whether requests are bugs, missing features, or user errors.
Manage reseller requests (MusicEdNet, MusicFirst).
Assist Sales team (Zach McRary) with complex customer account management.
Conduct support calls, demos, and professional development sessions with teachers via Google Meet.
Write and maintain Help Center articles (Noteflight and EEi).
Maintain internal support documentation and knowledge base.
Moderate customer feedback and feature suggestions in the Noteflight Help Center.
Moderate flagged/violating user content in the Noteflight Community.
Create automations and macros for front-line support teams.

Schedule: 12:00 PM – 8:00 PM (GMT+3), 5 days per week, with two flexible weekend days agreed upon with the team.

Required Experience:

2+ years in Customer Support
English C1+ (written and spoken)
Experience with support systems (Zoho, Zendesk or similar)
Ability to work independently, mainly in U.S. time zones

Experience with SaaS or EdTech customers
Familiarity with integrations (LTI, Google Classroom, Recurly, MailChimp)
Comfortable with support calls, demos, and training via Google Meet
Experience writing help articles and internal docs
Knowledge of automations/macros in support tools
Awareness of student privacy requirements (FERPA/COPPA)

we offer

FREEDOM
FOR ALL

Work remotely or at a co-working place of your choice in your favorite band t-shirt.

CREATIVITY
EVERY DAY

Make inspiring products for musicians, artists and creators – no day is the same.

IMPACTFUL
WORK

Influence the future of the music industry and change the lives of millions worldwide.

Work
set up

Get a generous allowance for work equipment and co-working spaces (for those not in Cyprus).

Growth and
development

Receive specialized training, language lessons, conferences and learning materials.

Team
well-being

Access to therapy whenever you need it, and assistance in difficult life circumstances.

Apply Now

The way
we work

We believe everyone in the Muse Group team is a leader. That's why our core philosophy is based on our leadership principles.

Leaders focus on daily outcomes. Each day is a small life. Speed and accuracy in planning are the foundation of trust.

We consciously embrace imperfection in work for the sake of speed. Perfectionism slows progress, so it’s essential to move quickly and try new things.

Radical responsibility means taking personal accountability for every aspect of personal and team work, including problems and their solutions. It shifts focus from "we" to "I," where I take full responsibility for the result without blaming external circumstances or other people.

Leaders focus on daily outcomes. Each day is a small life. Speed and accuracy in planning are the foundation of trust.