[Hiring] Customer Support Specialist I @Muck Rack

Role Description

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.

• 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

Qualifications

• 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

Requirements

• 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

Benefits

• 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