Senior Manager of Customer Support, Muck Rack
$105-115k
+ Quarterly bonus plan
Public Relations software
Be an early applicant
Public Relations software
201-500 employees
Be an early applicant
$105-115k
+ Quarterly bonus plan
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 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
What the job involves
- We’re looking for a Senior Manager, Customer Support to lead a growing team and help evolve how support operates at scale.
- Reporting to the VP of Customer Experience and Adoption, you will manage multiple Associate Managers, help build and lead a vendor (BPO) strategy, and shape the future of our Solutions Support function – our fast-growing team that partners closely with Sales and CSMs
- This is a high-impact role that will require a balance of strategic thinking, operational rigor, and empathetic leadership. You'll play a key role in driving adoption of support tooling (including AI), aligning support structure to customer needs, and fostering a strong culture of engagement and growth within your team
- 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
- How success will be measured in this role:
- Customer Satisfaction: Improvements in CSAT, QA scores, and resolution quality
- Team Performance: Increased engagement (eNPS), improved retention, and individual growth
- Operational Metrics: Achievement of SLAs, ticket response time, escalation rates, and backlog management
- Tooling and Vendor ROI: Efficient and strategic use of BPO, AI tools, and support platforms
- Strategic Alignment: Strength of relationships and collaboration across internal stakeholders
Application process
- 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 min interview with a member of our Talent Team
- A 1 hour Zoom interview with the hiring manager
- Live skills assessment (2 hours max)
- Peer interviews with several team members
- Final call(s) with executive team member(s)
Our take
Muck Rack was founded in 2009 as a platform for businesses to connect with journalists. As of 2022, tens of thousands of journalists have profiles on Muck Rack that are available for businesses such as Google, Pfizer, and Duolingo to browse and employ writers from.
The nature of journalism has evolved since Muck Rack’s founding, with social media and digital outlets taking demand away from printed publications. As the landscape changes, Muck Rack has expanded their services to include a Public Relations Management platform.
It’s moves like this, as well as their shift into being a “distributed” business (hybrid or remote) that has ignited a renewed confidence in Muck Rack from investors. Though the company has been bootstrapped since its founding, Muck Rack received its first outside funding to the sum of $180 million in 2022, exemplifying how important investors deem their platform to be.
With its substantial funding, the future is bright for Muck Rack, though they will have to think carefully about how to advance the platform. Digital content can go viral in a matter of hours, and the creators are not always journalists.
Steph
Company Specialist at Welcome to the Jungle
Insights
31% employee growth in 12 months
Company
Company benefits
- Fully distributed - Much Rack are committed to a permanent, fully remote environment, core to the way they do business.
- Geo-neutral compensation - Much Rack believe in equitable pay regardless of where you live.
- Time off - 4+ weeks off-the-grid vacation, sick and mental health days, and company holidays.
- Insurance - Health, vision, and dental coverage paid at 100% for individuals
- Retirement planning - MUck Rack contribute 3% of your annual salary to your 401k automatically.
- Paid parental leave - 8 weeks fully paid bonding for all parents + up to 8 weeks fully paid recovery from childbirth.
- Full WFH set up - Including monthly phone/internet reimbursement and coworking stipend.
- Learning & development - Take advantage of unlimited access to learning platforms and regular training opportunities.
- No meeting Fridays - Take control of your calendar, and make time for reflection and deep-focus tasks
Company HQ
Brickell, Miami, FL
Leadership
Gregory Galant
(CEO)Currently CEO & Co-Founder of the Shorty Awards for social media. Previously CEO of RadioTail and Chairman of Halenet.
Lee Semel
(CTO)Currently Co-Founder and Producer at the Shorty Awards. Previously Founder and CTO of Innofinity.
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