Senior Manager, Customer Support

Summary

Join Muck Rack as a Senior Manager, Customer Support and lead a growing team, evolving support operations at scale. Reporting to the VP of Customer Experience and Adoption, you will manage Associate Managers, build and lead a vendor (BPO) strategy, and shape the future of the Solutions Support function. This high-impact role requires strategic thinking, operational rigor, and empathetic leadership. You will drive support tooling adoption, align support structure to customer needs, and foster a strong team culture. Success will be measured by customer satisfaction, team performance, operational metrics, tooling and vendor ROI, and strategic alignment. The role offers a competitive salary and a comprehensive benefits package.

Requirements

• You have 6+ years of experience in customer support, including 3+ years managing people, ideally in a B2B SaaS environment
• You’ve worked with or directly managed a BPO partner, and you’re confident overseeing remote and distributed teams
• You bring hands-on experience in email/chat support, and are familiar with Salesforce, Zendesk, Intercom, and QA tools/processes
• You’ve successfully led or contributed to the implementation of AI, automation, or tooling in a support organization
• You’re a strong cross-functional partner and an operator who can move quickly from strategic to tactical work
• You lead with empathy, communicate clearly, and enjoy helping others succeed

Responsibilities

• Manage and mentor Associate Managers, with a focus on coaching, career development, performance management, and morale
• Own our relationship with BPO partners (e.g., PartnerHero), ensuring performance, accountability, and alignment with Muck Rack’s support standards
• Lead and evolve the Solutions Support function (supporting internal go-to-market teams), ensuring it delivers strategic value as we scale
• Evaluate and implement AI-driven support enhancements (e.g., The Loops), including tool deployment, workflows, and usage strategies
• Drive continuous improvement in workflows, escalations, and quality assurance through data analysis, feedback loops, and systems thinking
• Partner with teams including Product, Product Ops, CSM, Sales, and Onboarding to improve support impact across the customer journey
• Help define and support career progression for support team members including specialization and cross-functional transitions

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)
• 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
• 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
• 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
• 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