Customer Support Analyst (João Pessoa, Br)

Customer Support Analyst Location: João Pessoa, Brazil · Hybrid · Full-time About Music AI Music AI, the company behind Moises, is a fast-growing Series A startup with over 70 million users in 190+ countries, named Apple's iPad App of the Year in 2024. We build tools for musicians and producers that support creative work in real, practical ways. The focus is using technology to extend human creativity, not automate it away. We have offices in Salt Lake City, Utah (US), João Pessoa and São Paulo (BR), with a global remote team across 10+ countries. About the role Moises is used by millions of musicians, and this role is where their questions, frustrations, and ideas meet the company. You'll own front-line user support and the knowledge base behind it: resolving tickets, turning what you learn into articles that answer the next question before it's asked, and carrying the community's voice back to product and engineering — what's confusing, what's broken, what people keep asking for. Success here looks like fewer manual answers over time, not more: you'll help automate the repetitive cases so your energy goes where human judgment actually matters. What you'll do Handle the full range of support-level tickets independently — for most users, you're the only person at Moises they'll ever talk to, and that conversation shapes how they feel about the product. Build and maintain a knowledge base that's accurate and actually gets reused instead of rewritten — every ticket you resolve should make the next one easier, for you and for the whole team. Carry the community's voice into the company: route bugs to engineering, surface patterns to product, and become the person internally who knows what users are saying. Help automate the repetitive cases, driving a sustained reduction in manual answers so the team's time goes to the problems that need a human. What it's like to work here You'll join the Customer Success team at a pivotal moment. After a stretch focused on documenting knowledge and automating repetitive work, the team is shifting from a support-first model into Customer Success in the fuller sense. Reporting to our Customer Success Manager, and sitting within Operations under our Chief Operating Officer, you'll be part of a small, collaborative team — not a solo queue. Someone who genuinely understands music from the inside matters here for two reasons: the autonomy to directly help musicians who reach out, and the insight that understanding brings back to the rest of the team and other areas of the company. Priorities are set together as a team, and within them we expect real proactivity: flagging issues before someone assigns them to you, proposing fixes instead of waiting for instructions, and taking ownership of what you notice. You'll work hybrid from our João Pessoa office. What you bring Minimum qualifications Hands-on musical experience — you play an instrument, know basic music theory, and are comfortable in a DAW. You don't need to be a professional musician; you just need to understand our users from the inside. Clear, structured writing — most of your work ships as text: replies users actually understand and articles the whole team can reuse without rewriting. Genuine interest in AI tools — use it as part of your daily routine: as a tool in how you resolve tickets and in how you automate the repetitive work. Our product is AI, and we expect the same mindset in how we work. Working proficiency in English — our users are in 190+ countries, and English is how we support them and how the company communicates. Fluency isn't required, but you need to be comfortable reading, writing, and troubleshooting in English day-to-day. Nice to have KCS (Knowledge-Centered Service) experience — you'd already recognize how we think about turning support work into shared knowledge. Zendesk experience — it's our support stack, and you'd ramp up faster. Additional languages — answering faster and understanding a user in their own language can make a real difference. Compensation & perks Competitive compensation Flexible paid time off Paid parental leave Monthly wellness stipend Learning & development support (conferences, courses, training) How to apply Send us your resume, links to work you're proud of, and a short note on why music technology matters to you. We review applications on a rolling basis.