Customer Support Specialist, Muck Rack
$27/hour.
Public Relations software
Job no longer available
Public Relations software
201-500 employees
Job no longer available
$27/hour.
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- At least 1 year of experience in customer or technical support (B2B and SaaS preferred)
- Exceptional written and verbal communication skills, with an ability to listen, ask the right questions, and explain solutions clearly
- Ability to independently troubleshoot, investigate, and resolve issues
- Comfortable adapting quickly to changing priorities and customer needs
- Familiarity with tools like Google Apps, Salesforce, Slack, Intercom, GitHub – and a quick learner with new tools
- Attention to detail, technical curiosity, and a continuous learning mindset
- Experience working in public relations or familiarity with the industry is a plus
- Familiarity with boolean searching is a plus
- Must be willing to work one of the following shifts: 10:00am - 7:00pm EST
What the job involves
- 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 will work closely with the editorial, customer success, and product teams
- 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
- CSAT
- Quality Assurance (QA)
Application process
- 15-30 min interview with a member of our Talent Team
- A 1 hour zoom interview with the hiring manager
- 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 companies 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 away market share from printed publications. As the landscape changes, Muck Rack has expanded its services to include a Public Relations Management platform.
It’s moves like this, as well as their shift to a “distributed” business (hybrid or remote), that have sparked renewed investor confidence in Muck Rack. Though the company has been bootstrapped since its founding, Muck Rack received its first outside funding of $180 million in 2022, underscoring the importance investors place on their platform.
With this substantial funding, the future is bright for Muck Rack, as it continues to roll out updates and new features to its platform. Digital content can go viral in a matter of hours, and the creators are not always journalists, meaning Muck Rack must remain agile and quick to respond.
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
(Co-Founder & CEO)Currently CEO & Co-Founder of the Shorty Awards for social media. Previously CEO of RadioTail and Chairman of Halenet.
Lee Semel
(Co-Founder & CTO)Currently Co-Founder and Producer at the Shorty Awards. Previously Founder and CTO of Innofinity.
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