Support Agent — Muse Group

Support Agent

Hal Leonard

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 seeking a dedicated Support Agent to join our dynamic team.

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 Zendesk and Intercom SMP MusicRoom MuseClass
Write and maintain Help Center articles
Maintain internal support documentation and knowledge base.
Moderate customer feedback and feature suggestions in the Intercom.
Old Order Management (bulk emails)
Create automations and macros for front-line support teams.
Work primarily in Western European time zones (12-8pm by GMT+3).

Required Experience:

Familiarity with systems such as ERP systems, as well as some customer experience roles
Customer Support experience
English C1+

It will also be good:

Intercom Zendesk experience
musical background
attention to detail, empathy, patience, and problem-solving skills

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.