Customer Support Specialist, Muck Rack
$27/hour.
Public Relations software
Open for applications
Public Relations software
201-500 employees
Open for applications
$27/hour.
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 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
- 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: 9:00am - 6:00pm 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
- 30 min interview with a member of our Talent Team
- A 1 hour zoom interview with the hiring manager
- Take-home assignment (2 hours max)
- Final interview with several members of our team
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
Insights
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 values
- Customer devotion - Muck Rack go the extra mile for their customers — journalists and PR professionals around the world.
- Resilience - Muck Rack don’t shy away from big challenges. They keep pursuing their goals until they achieve them.
- Ownership - Muck Racks employees all act as the CEOs of their projects and their responsibilities, taking ownership for their actions and results.
- Transparency - Muck Rack believes that sharing actionable, timely and honest information with employees and customers is essential.
Company HQ
Brickell, Miami, FL
Articles
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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