Customer Support Specialist I

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories, and demonstrate the unique value of earned media. Muck Rack’s AI-powered, comprehensive, and integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions to manage brand reputation, and analyze PR’s impact on business outcomes. By combining media database, monitoring, and reporting into one dynamic platform, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently.

Founder-controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, and customer devotion, and infuse these values into everything we do.

We're looking for a collaborative, detail-oriented Customer Support Specialist, Media Intelligence Digests to join our Media Intelligence team.

In this role, you'll own the day-to-day execution of our Media Intelligence Digest service, ensuring clients receive accurate, high-quality intelligence on time every day. You'll partner closely with Editorial, Customer Success, Customer Support, and Product teams to deliver an exceptional client experience while helping scale a growing operational service.

Media Intelligence Digests are a time-sensitive service with strict client delivery deadlines. This role plays a critical part in ensuring our clients consistently receive accurate, high-quality intelligence while helping us improve operational excellence as the business grows.

What you’ll do:

Own the daily execution and delivery of Media Intelligence Digests across a portfolio of client accounts

Review and deliver client digests while consistently meeting established delivery deadlines and service-level expectations

Perform detailed quality assurance reviews to ensure every digest is accurate, complete, and aligned with client expectations before delivery

Monitor active client review windows, coordinate revisions, and ensure requested changes are completed quickly and accurately

Troubleshoot delivery issues in real time, identify root causes, and escalate operational or technical issues when appropriate

Develop expertise in account-specific requirements, preferences, and recurring workflows to provide consistent, high-quality service

Partner closely with Editorial, Customer Success, Customer Support, Onboarding, and Product and Engineering teams to resolve issues and continuously improve the client experience

Identify opportunities to improve workflows, documentation, and operational processes that increase quality, consistency, and scalability

Help onboard new digest accounts by supporting operational readiness and documenting best practices

If the details below describe you, you could be a great fit for this role:

1+ years of experience supporting time-sensitive operational workflows in customer support, operations, editorial operations, media operations, or a similar environment

Experience managing multiple concurrent priorities while consistently meeting deadlines

Exceptional attention to detail and a strong quality assurance mindset

Excellent written communication skills with the ability to communicate clearly and professionally with clients and internal partners

Strong organizational and time management skills

Experience working directly with customers or customer-facing deliverables

Ability to work independently, exercise sound judgment, and make informed decisions within established processes

Strong problem-solving skills and the ability to remain calm under tight deadlines

Experience following documented operational procedures while identifying opportunities for continuous improvement

If Any of the Below Also Describe You, This Could Be an Exciting Opportunity

Experience supporting SaaS products or subscription-based services

Experience working in media monitoring, media intelligence, journalism, publishing, or editorial environments

Experience performing editorial review or quality assurance

Familiarity with CRM systems, ticketing platforms, or workflow management tools

Experience documenting operational procedures and process improvements

Experience working with globally distributed teams

Experience managing multiple client accounts with recurring delivery schedules

In Addition, We're Always Looking for Candidates Who

Take ownership of their work and consistently deliver high-quality results

Thrive in fast-paced, deadline-driven environments while maintaining exceptional attention to detail

Build strong collaborative relationships across cross-functional teams

Communicate clearly, professionally, and empathetically with both customers and colleagues

Continuously seek opportunities to improve processes, documentation, and operational efficiency

Demonstrate sound judgment and reliability when managing time-sensitive client work

Proactively incorporate AI tools into day-to-day work to improve productivity and accelerate delivery

What Success Looks Like

Within this role, you'll be successful by:

Consistently delivering accurate, high-quality Media Intelligence Digests on time

Maintaining excellent quality standards with minimal delivery errors

Managing client review windows efficiently while providing timely revisions

Independently owning your portfolio of digest accounts and their operational success

Building trusted partnerships across Editorial, Customer Success, and Customer Support

Identifying and implementing improvements that increase operational efficiency and scalability

Working Hours

This role is based in Bulgaria and is aligned to support our North American morning operations. The standard working schedule is 12:00 PM to 8:00 PM Bulgaria time (EET/EEST, depending on daylight saving time), providing coverage during the early morning hours in the Eastern Time zone.

Interview Overview

Below you'll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

30-minute interview with a member of our Talent Team

A 1 hour zoom interview with the hiring manager

Peer interviews with several team members

30-minute Executive interview

30-minute Bar Raiser

Travel & Team Engagement Expectations

This role requires up to 10% travel for team collaboration, customer engagements, and company events. As part of our commitment to building strong connections across our fully distributed team, attendance at our annual company offsite (typically held in Mexico) is expected.

Salary

The gross monthly salary for this role in Bulgaria is approximately 1,800+ EUR.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate. Why Muck Rack?

Remote Work, Forever

Fully distributed team with a permanent remote setup

Home office stipend, phone and internet reimbursement, coworking membership

Virtual and in-person team bonding (lunches, events, competitions)

Transparent & Fair Compensation

Competitive geo-neutral pay in the U.S.

Annual reviews to ensure equity and market alignment

Standardized bonus or commission structure

401(k) with employer contributions

Equity opportunities

Health & Wellness

Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents

100% premium coverage for individuals on high-deductible plans

24/7 Virtual Care and Employee Assistance Program

Employer-funded HSA contributions and other pre-tax benefits

Quarterly wellness stipend and free Headspace subscription

Time Off & Family Benefits

4+ weeks of PTO, plus paid sick and mental health days

13 paid holidays with the option to swap for personal days

Up to 16 weeks of fully paid parental leave

Learning and Development

Transparent pathways for internal mobility and promotion

Bi-annual performance reviews, team workshops, and leadership training

Unlimited access to Coursera and O’Reilly

2 additional PTO days annually for learning and development

Inclusive, Customer-First Culture

Commitment to equity and valuing diverse perspectives

Agile, founder-led company focused on collaboration and innovation

Trusted by 3,000+ companies worldwide

Note: Benefits and compensation reflect offerings for U.S.-based employees. Support is provided for employees in other locations, in compliance with local laws and regulations.

While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.

#LI-Remote

Please note: For detailed information regarding our GDPR and/or CCPA compliance policies, including how we handle personal data and privacy rights, kindly refer to the email correspondence accompanying this application.

Muck Rack does not accept unsolicited resumes from search firms or any other third parties. Any unsolicited resume sent to Muck Rack will be considered Muck Rack property, and Muck Rack will not pay a fee should it hire the subject of any unsolicited resume.

Muck Rack considers applicants for all positions on the basis of merit, qualifications, and business needs, and without regard to race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, alienage or citizenship status, ancestry, marital status, genetic predisposition or carrier status, veteran status, familial status, status as a victim of domestic violence, or any other status or characteristic protected by applicable federal, state, or local law.

Note to applicants/job seekers: We have recently been made aware of scams impersonating Muck Rack’s HR team. Please be cautious of these attempts to elicit banking or other financial or sensitive information. Muck Rack will never request financial information during the interview process, and follow ups for interviews or next steps will always come from an ‘@muckrack.com’ email address. If you are contacted by anyone from a different domain who claims to be from Muck Rack, please forward the communication to legal@muckrack.com .