Customer Support Specialist I

About the job

Muck Rack is trusted by thousands of organizations around the world to understand how their brands show up across news, social media and AI-generated answers.

Our AI-powered platform connects the entire PR workflow in one place, helping communications teams manage media relationships, understand the conversations shaping their brands, take action and measure their impact. Combined with analyst-led Media Intelligence and advisory services, Muck Rack turns signals into insights and insights into action.

Founder-controlled and growing profitably and sustainably, we have the freedom to build forward-thinking products, put our customers first, and offer an inclusive culture that welcomes diverse perspectives.

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

• 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:

• Permanent remote-first workplace
• New Hire Home office setup, phone & internet and coworking stipends
• Virtual and in-person team connection through regional HUB events, department gatherings and our Annual Team Retreat.

Compensation & Rewards:

• Quarterly performance reviews with an annual merit cycle
• Employer Sponsored Food Vouchers of €102.26 per month

Health & Income Protection:

• Private medical, dental, vision, disability and life insurance for employees
• 100% employer paid premiums for employee coverage
• Access to a €65 quarterly wellness stipend, plus the option to purchase a MultiSport Card to support your health and well-being.

Time Off & Parental Leave:

• 22 days of paid time off, plus 7 paid sick days. Paid time off may be higher where required by local law.
• 13 paid holidays with the flexibility to swap designated holidays for personal holidays
• 8 weeks of fully paid bonding leave for all parents

Growth Gigs:

• HYPEE Growth Gigs are structured, short-term opportunities that allow employees to contribute to meaningful business projects while building new skills, expanding their network, and gaining experience outside their day-to-day role.

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. 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].