Muck Rack is hiring a
Customer Support Specialist

Summary

Join our team as a Customer Support Specialist and make a big impact by ensuring customers receive best-in-class service and have access to the help they need to be successful using Muck Rack.

Requirements

• 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, 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

Responsibilities

• 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
• 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

Benefits

• Remote Work, Forever. We’re a fully distributed team and have pledged to remain that way forever
• Transparent Compensation. We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market
• Health & Wellness*. Muck Rack provides comprehensive health, dental, vision, disability and life insurance for employees and their families
• PTO and Family Benefits. Our team enjoys 4+ weeks of off-the-grid PTO, paid sick/mental health days and 13 paid holidays, which can be exchanged for additional PTO with our "Holiday Swap Program."
• Personal & Professional Development. We grow talent by creating internal pathways for advancement and promotion