Customer Care Team Lead, Muse
Brainwave-sensing technology for sleep and meditation
Be an early applicant
Brainwave-sensing technology for sleep and meditation
21-100 employees
Be an early applicant
21-100 employees
Company mission
To enable people to live happier, healthier and more connected lives with leading brain-sensing technologies and experiences.
Role
Who you are
- 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 the job involves
- 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
- 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
Application 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
Our take
Meditation and sleep have become billion-dollar businesses through the increase of sleep and relaxation technology and apps. InteraXon, the owner of Muse, is a late-stage venture company in the neurotechnology space with a brain and biosensor platform of hardware and software products such as sleep headbands, a sophisticated data-cloud infrastructure, and the largest database of brain data in the world.
The ability to benchmark and measure progress through wearable devices has been particularly attractive not only to consumers but also to leaders of corporate wellness programs, mental health professionals and business and athletic coaches.
In 2022, the company announced an upcoming launch of a VR Software Development Kit with an aim to support strategic partnership opportunities for innovations in brain health, leveraging their biosensing technology in VR and AR applications.
Steph
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2022
$9.5m
SERIES C
Nov 2017
$11.6m
SERIES B
Total funding: $38.3m
Company benefits
- Excellent health, dental, and vision benefits package – on us; Life insurance, long term disability; yoga sessions each week
- Modern office space at 555 Richmond St W. - Suite 900. Excellent coffee shops abound in any direction
- Stock Options
- Flexibility
- Muse Socials
Company HQ
Fashion District, Toronto, ON
Leadership
Ariel Garten
(Chief Evangelist Officer)Studied neuroscience at the University of Toronto, and worked in labs researching Parkinson’s disease and hippocampal neurogenesis. Experience as a fashion designer whose clothing opened Toronto Fashion Week in 2003, and was also a private therapist for 6 years.
Chris Aimone
(CTO)Built installations for the Ontario Science Centre and contributed to major technology art projects featured around the world, exploring human-centric and transformative technology. Has developed early prototypes of cybernetic wearables, brain-computer interfaces and augmented reality. Co-founded a musical instrument company that produced the world’s first water-based organs.
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