Customer Support Specialist I - Muck Rack

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.

Founder-controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its culture and product from Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, and customer devotion.

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.

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

What We're Looking For

• 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

Nice-to-Have Qualifications

• 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

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), providing coverage during early morning hours in the Eastern Time zone.

Compensation & Travel

• Gross Salary: ~1,600+ EUR / month
• Travel: Up to 10% travel for team collaboration, customer engagements, and company events, including attendance at our annual company offsite in Mexico.

Benefits & Perks

• Remote Setup: Fully distributed team, home office stipend, phone/internet reimbursement, and coworking membership
• Compensation: Equity opportunities, annual reviews, and bonus/commission structures
• Health & Wellness: Comprehensive medical, dental, vision, disability, and life insurance; 24/7 Virtual Care; EAP; quarterly wellness stipend and free Headspace subscription
• Time Off: 4+ weeks PTO, paid sick/mental health days, 13 paid holidays, and up to 16 weeks fully paid parental leave
• Learning: Unlimited Coursera & O’Reilly access, bi-annual performance reviews, and 2 additional PTO days for L&D