Support Agent

Support Agent
Remote
Support
We’re looking for a Support Agent to strengthen coverage across the Muse ecosystem. This is a high-impact, high-volume role where you’ll be on the front line of user experience, helping creators solve issues quickly and shaping how support operates at scale.
What’s in It for You
Ownership: You’ll directly influence customer experience for products used by millions of creators worldwide
Impact: Your feedback and insights will inform product and process improvements
Remote-first: Work from anywhere in a distributed, product-focused team
We are actively integrating AI and automation into all areas of the business and expect candidates with mindset focused on improving efficiency and deliver a better user experience.
Key responsibilities
Provide customer support via email in a timely and professional manner
Handle a high volume of support tickets using tools like Zendesk or Intercom
Process and manage customer service requests (CSIs/CSRs)
Handle rush and special account orders
Enter and update order and tracking information in internal systems
Process returns and issue return authorizations
Manage specialty orders and ensure accurate data entry
Required experience
1+ year of experience in Customer Support
English proficiency at C1 level or higher
Proven ability to handle high ticket volumes with strong attention to detail
Experience with Zendesk, Intercom, or similar tools
Nice to Have
Ability to play a musical instrument
Experience supporting digital products or creator tools
Working Schedule
12:00–20:00 (Cyprus time)
5/2 schedule with floating weekends
Benefits
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: We’ll make sure you’re set up for success with the right work equipment, whether that’s company-provided hardware or an equipment allowance.
Growth and development: Receive specialized training, language lessons, conferences and learning materials.
Team well-being: Support for your mental health and wellbeing, including confidential help during life’s tougher moments.
Muse Group empowers music makers
We create the worldʼs 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. Hal Leonard, which joined Muse Group in 2023, is the world leader in sheet music publishing and music education. The company has a storied history of providing music learners with the very best methods and arrangements of popular music for over 70 years. Hal Leonard is also a major distributor of popular brands of instruments, gear, and software to the music trade worldwide.
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