Customer Support

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.

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, Intercom or similar)

• Experience working in a technical support role within IT

• Familiarity with educational platforms such as Google Classroom, Canvas, Brightspace

• Experience participating in LTI (Learning Tools Interoperability) integrations or similar educational system integrations

• Ability to work independently, mainly in U.S. time zones

Recommended

• Experience with SaaS or EdTech customers

• Familiarity with Schoology (PowerSchool), Clever, Moodle, Blackboard Learn, ClassLink, Seesaw, Microsoft Teams for Education

• 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)