Customer Service and Sales Manager

We are looking for a motivated, customer-oriented team member who takes initiative, communicates with clarity and empathy, and enjoys solving problems. Above all, what matters most is your ability to understand users, stay calm under pressure, and deliver a high-quality experience in both French and English.

Playing a musical instrument and having a genuine interest in Tomplay's mission will make you an excellent addition to our team.

If you recognize yourself in this description, keep reading — we would be delighted to receive your application

Job description and responsibilities:

We are looking for a Customer Service and Sales Specialist to join our remote Customer Support team. In this role, you will deliver a high-quality customer experience to our users and partners by providing clear, solution-oriented, and efficient support. You will play a key role in representing Tomplay, ensuring that every interaction reflects our passion for music, innovation, and customer satisfaction.

Key responsibilities:

• Respond promptly and professionally to users via various communication channels (email, chat, etc.).
• Provide clear and professional answers regarding product features, user accounts, technical issues, sheet music recommendations, and commercial offers for teachers and music schools.
• Analyze and resolve user requests by identifying issues, reviewing relevant information (email address, payment history, subscription type, etc.), and proposing appropriate solutions.
• Escalate complex cases to the appropriate team when necessary. You will work closely with our Technical Support and Music Production teams to ensure timely resolution.
• Identify recurring issues and share insights with the Customer Service Manager and the rest of the team. Your ideas and suggestions will contribute to continuous improvement of our processes and customer experience.
• Act as the main point of contact for French-speaking commercial inquiries and partnerships.
• Present Tomplay to prospects (e.g., music schools and teachers) and manage the onboarding of new institutional accounts.
• Identify and manage a prospect pipeline by creating tailored offers, responding to sales inquiries, and supporting potential partners throughout their decision-making process in French or English.
• Collaborate with French-speaking and international partners, in coordination with our Technical and Marketing teams, to implement customized solutions when needed.
• Develop an in-depth understanding of our product, including new content, features, and Tomplay app updates, in order to better support users and contribute to sales initiatives.

What we expect from you:

• French is your native language, with excellent written and spoken skills, and you are also fluent in English.
• You play a musical instrument and have at least basic knowledge of music theory.
• You are customer-focused and passionate about helping others. You understand the importance of delivering high-quality customer service while considering both the individual and their specific situation. You are patient and able to quickly analyze user needs and context.
• You have strong presentation skills and prior experience in a customer service and/or sales role, ideally involving software tools or online platforms.
• You are autonomous, able to manage multiple tasks simultaneously, and comfortable making decisions under pressure.
• You have excellent attention to detail and strong organizational skills.
• You are comfortable with digital tools and spend a significant amount of time online. You quickly understand how an application works and easily learn to use new software tools.
• You have a reliable internet connection and a quiet working environment, which are essential for this remote position.

Practical details:

• A full-time remote position with opportunities for career growth and professional development within the company.
• A dynamic, collaborative, and supportive work environment in a fast-growing company where your contributions will have a real impact from day one.
• The opportunity to help millions of musicians worldwide learn, practice, and perform music under better conditions every day.