Contract / Part-time
Compensation: $3,000–$4,000 per month, depending on availability and fit
Location: Remote (async-friendly)
We’re hiring a Customer Success & Support Lead to own customer support for tonebase, a subscription-based music education platform used by thousands of musicians worldwide.
tonebase offers in-depth courses and lessons taught by world-class musicians, and our customers are serious about improving their craft. Most of the product is self-serve once users are familiar with it, but when customers reach out, it’s usually because something is broken, confusing, or blocking their ability to learn.
This role goes beyond simply resolving issues. A strong candidate will be able to understand our audience, empathize with musicians and learners, and communicate in a way that feels aligned with why people care about the product. Experience with music or music education is therefore a strong preference, as it materially improves the quality of support we can provide.
You’ll be responsible for customer support end to end. That includes understanding customer issues, resolving them where possible, escalating when necessary, and following up until the issue is fully resolved.
Typical issues include:
Most issues should be handled independently. When escalation is required, you’ll be expected to provide clear context and reproduction steps, and to stay involved until the issue is resolved and the customer has been informed.
A key part of this role is not just handling tickets, but improving how support works over time. You’ll be expected to identify recurring issues, reduce unnecessary manual work, and help design better systems around customer support.