Who are we?

At Muse (by Interaxon), we’re revolutionizing brain health. Our EEG-powered headbands deliver real-time feedback on focus, relaxation, sleep, and stress, helping over 500,000 users improve their mental wellness. With more than 1 billion minutes of brain data, Muse is trusted by 1,000+ clinicians and featured in 200+ research studies. We’re making brain health accessible to all, and we want you to help us tell that story.

www.choosemuse.com

About the Role

We’re looking for a dynamic Customer Care Team Lead to help elevate the Muse customer experience to the next level. This is an individual contributor role focused on engaging directly with customers, refining AI-driven support experiences, developing scalable processes, and building stronger relationships through thoughtful review and social media responses.

Your goal: to help every customer feel heard, supported, and successful with Muse while improving our AI, processes, and operational efficiency, to maximize our customer experience.

What you’ll do:

• Oversee daily Customer Care operations, ensuring KPIs, SLAs, and processes are met.
• Coach and support Senior Customer Care and Level 1 Associates through training and IQS reviews to drive team performance.
• Resolve complex escalations (B2B and D2C), managing critical incidents and coordinating cross-functional solutions.
• Respond to customer reviews and social media interactions, safeguarding and enhancing the company’s reputation, turning frustration into world-class care.
• Partner with the CX Manager on strategy, training, and action plans for operational outages or customer journey gaps.
• Lead and contribute to internal and cross-functional projects, managing timelines, deliverables, and communication.
• Develop and maintain SOPs, workflows, policies and business processes that ensure efficiency, consistency, and scalability with change.
• Develop and refine AI agent workflows, FAQs, and escalation paths to improve automation accuracy and customer experience.
• Develop and track AI performance metrics, reporting insights to drive improvement.
• Analyze customer data and collaborate cross-functionally with product, development, ops, and marketing, to provide actionable insights that improve the overall customer experience.

🎯 What you'll need

• 5+ years in Customer Support/Customer Experience, with at least 2 years in a team lead or senior-level role supporting frontline teams.
• Proven experience handling complex Level 3 escalations (B2B and D2C) and review management, including cross-channel troubleshooting and resolution.
• Demonstrated success in process development and documentation (SOPs, workflows, FAQs, knowledge bases), with the ability to drive measurable improvements in efficiency and CSAT.
• Hands-on experience with AI-enhanced support tools, CRM systems, and omni-channel customer care platforms, with a strong interest in shaping AI agent development.
• Strong project management skills, with a track record of leading cross-functional initiatives and delivering improvements that scale with growth.
• Experience with Salesforce, Notion, AI agents, Netsuite, and 3PL platforms.
• Experience with Tiered support and BPO team members is a plus.
  

🤩 What we offer

At Muse, we take pride in fostering a performance culture that revolves around innovation, inclusion, and achieving transformative results. We believe in empowering personal growth to not only improve lives but also create positive change in the world. We have a remote working environment, a great benefits package and a gym subsidy.

🤝 What to expect during the recruitment process:

• Hiring Manager Interview (1 hour): We’ll schedule a video call to discuss your background and answer your questions.
• Take Home Assignment (1-2 hours): You'll receive a Case Study (Q&A format) with 48 hours to complete.
• Live Case Study Interview (90 minutes) Next, you’ll receive a customer-related business challenge and collaborate live with Manager + CMO

We believe that diversity is an essential part of our workplace culture, and we continue to grow our team through equal opportunity and barrier-free recruitment. If you require any accommodations during the selection process, please let us know!