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 an analytical and curious Customer Support Specialist to join our team and deliver best-in-class support. If you love helping customers, solving problems, and making tech feel less intimidating, this role is for you!
What you’ll do:
- Provide frontline support to customers primarily through live chat, with some email and video support as needed
- Manage a high volume of simultaneous conversations with professionalism, accuracy, and efficiency
- Troubleshoot product issues step-by-step, guiding customers with clear explanations
- Escalate complex technical or account issues to the appropriate teams with clear notes and context, and follow them through to resolution
- Collaborate with teammates to continuously improve workflows, processes, and knowledge sharing
- Act as the voice of the customer, surfacing trends, pain points, and feedback to internal teams
- Proactively reach out to customers when you notice errors or recurring issues
- Build and maintain expert-level product knowledge of Muck Rack, staying current on all new and existing features
How success will be measured in this role:
- Time to close
- Average time to respond within 10 minutes or less
- Number of conversations replied to
- Customer Satisfaction score (CSAT)
- Quality Assurance (QA) Reviews
If the details below describe you, you could be a great fit for this role:
- At least 1 year of experience in customer or technical support (B2B and SaaS preferred)
- Exceptional written and verbal communication skills, with an ability to listen, ask the right questions, and explain solutions clearly
- Ability to independently troubleshoot, investigate, and resolve issues
- Comfortable adapting quickly to changing priorities and customer needs
- Familiarity with tools like Google Apps, Salesforce, Slack, Intercom, GitHub – and a quick learner with new tools
- Attention to detail, technical curiosity, and a continuous learning mindset
- Experience working in public relations or familiarity with the industry is a plus
- Familiarity with boolean searching is a plus
- Must be willing to work one of the following shifts: 10:00am - 7:00pm EST
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.
- 15-30 min interview with a member of our Talent Team
- A 1 hour zoom interview with the hiring manager
- Skills assessment (2 hours max)
- Peer interviews with several team members
- Final call(s) with executive team member(s)
Salary
In the US, the base salary for this role is $27/hour. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.
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 [email protected].
