Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to make PR pros more successful by providing them with technology to find journalists to pitch, monitor media, quantify their impact and work more efficiently with their teams.
Self-funded, globally distributed, and growing quickly, Crain’s named Muck Rack one of the best places to work in 2019, 2020, and 2021! We value resilience, transparency, ownership, and customer devotion and infuse these values into everything we do.
We’re growing quickly, and we’re looking for an analytical and curious Customer Support Specialist to join our team and make a big impact.
As a Customer Support Specialist, you will be focused on ensuring that customers receive best-in-class service and have access to the help they need to be successful using Muck Rack. You’ll be a good fit for this role if you enjoy creating exceptional customer experiences and helping customers achieve their goals comes naturally to you.
You will work closely with the editorial, customer success, and product teams.
What you’ll do:
- Serve as a first responder for inbound communication through our site
- Answer customer questions and provide how-to help on Muck Rack’s capabilities, with a focus on reducing customer effort and furthering product knowledge
- Troubleshoot technical issues and diagnose errors online and over the phone
- Escalate and diagnose software issues; work with our product and engineering teams to solve complex product issues
- Follow site issues to resolution and customer satisfaction
- Proactively reach out to customers who show signs of user error
- Identify processes that need to be improved and evolved
- Maintain expert product knowledge of Muck Rack and stay well informed of 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
If the details below describe you, you could be a great fit for this role:
- 1-2+ years of experience in technical support; B2B and SaaS experience is preferred
- Exceptional written and verbal communication skills, with a focus on listening and asking the right questions; comfort communicating with customers via chat, email
- Can autonomously troubleshoot and perform in-depth investigations to fix a problem
- Ability to adapt quickly to changing priorities and customer needs
- Familiarity with the tools we use, including Google Apps, Hubspot (or Salesforce), Slack, Intercom, GitHub, and you learn how to use new tools quickly
- Familiarity with technical writing; writing troubleshooting and navigation steps for websites
- Attention to detail and curiosity to identify the core of issues
- Continuous learner with a desire to be the first to learn new features
- Experience working in public relations or familiarity with the industry is preferred
- Familiarity with boolean searching
- Must be willing to work one of the following shifts: 1:00pm – 10:00pm EST OR 5:00am – 2:00pm EST
Interview Overview
Below you’ll find an outline of the interview plan for our Customer Support Specialist 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.
- Complete our job application by submitting your resume, LinkedIn profile, & contact information
- A thirty-minute interview with a member of our Talent Team
- A one-hour video interview with the hiring manager for this position
- Submit a take-home assignment that should take no longer than 2 hours to complete
- Two, thirty-minute interviews with several members of our team
- 2-3 references calls & a background check
Details
Start Date:
Based on the interview plan above, we expect this process to take approximately 2.5-4 weeks. This can depend on the availability of candidates and our hiring team. The start date for this role is flexible.
Salary:
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.
Benefits of Working at Muck Rack
- Geo-neutral approach to compensation, with competitive & equitable base salaries, plus a standardized bonus program*
- Fully distributed team, with work-from-home benefits and monthly co-working stipend
- Generous off-the-grid PTO, including paid parental leave, paid sick/mental health days, learning days, summer Fridays, and more
- We conduct bi-annual performance reviews, and review compensation at least once annually to ensure internal equity and alignment with the external market
- Health, dental and vision insurance (100% paid by employer for individuals; 70% paid by employer for families)
- 401(k) plan with employer contributions*
- Access to OneMedical, 24/7 Virtual Care, an Employee Assistance Program, and a Flexible Spending Account*
- Discounted gym & bike memberships* and free Headspace account
- Unlimited subscription to Learning & Development platforms
- Virtual & in-person team bonding opportunities including free lunches, activities, & events
- Inclusive culture that listens to and welcomes diverse perspectives
- Self funded means we have the freedom to build forward-thinking products and put our customers first
*These benefits are specific to US-based employees. In some, but not all, cases, we are able to offer equivalent benefits to employees located outside of the United States.
We deliberately encourage individuals from all backgrounds, including race, gender identity, sexual orientation, disability status, and from all parts of the United States and Canada to apply for positions. We are an equal opportunity employer and we’re committed to a fair and consistent interview process and employer experience. NOTE: Today, we can not hire employees in Arkansas, California, Kansas, Kentucky, Louisiana, Mississippi, Montana, Nebraska, Nevada, New Mexico, North Dakota, Wisconsin, or Wyoming. #LI-Remote