Customer Success & Support Lead (Remote, Part-Time)

Contract / Part-time

Compensation: $3,000–$4,000 per month, depending on availability and fit

Location: Remote (async-friendly)

About the role

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.

What you’ll be responsible for

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:

• video playback or access problems
• login and account issues
• platform switching or adding platforms
• billing questions, discounts, and refunds
• navigation and content discovery problems

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.

AI, automation, and systems ownership

Using AI and automation is a core responsibility of this role.

We are not looking for someone to simply follow existing processes. You will be expected to actively design, build, and iterate on AI-driven support workflows as part of your work.

This includes:

• using AI to analyze, summarize, and categorize incoming tickets
• identifying recurring patterns and root causes across support requests
• automating repetitive responses and workflows where appropriate
• designing and maintaining AI-assisted or agentic workflows for triage, routing, and resolution
• deciding what should be automated versus what requires human judgment
• continuously refining these systems to improve quality and efficiency

We do not expect you to be an engineer, but we do expect you to be technically adept and comfortable working with modern AI tools, automation platforms, and support systems. Demonstrated experience using AI in customer support, operations, or a similar environment will be a significant factor in evaluating fit.

Who this role is for

This role is a good fit for someone who:

• cares deeply about helping customers and following through on issues
• is comfortable taking ownership rather than just responding to requests
• is technically capable enough to understand how a product, payments, billing, and platforms work, and to reproduce and troubleshoot issues independently
• is curious, systems-oriented, and interested in reducing inefficiency through automation
• is excited about using AI as a central part of how customer support operates

Experience in customer support or customer success is a strong plus, but not strictly required if you can demonstrate the right judgment, technical aptitude, and customer empathy through other customer-facing roles.

Experience with music or music education is a strong bonus and will meaningfully improve your effectiveness in this role.

This role is not a good fit if you prefer rigid scripts, avoid technical problem-solving, or are uncomfortable experimenting with AI and automation.

How to apply

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Please Follow >>This Link<< To Submit Your Application

If you’re interested in owning customer support while actively building better systems around it — and doing so for a product used by serious musicians — we’d love to hear from you.