Customer Support Specialist

We’re looking for an analytical and curious Customer Support Specialist to join our team and deliver best-in-class support. If you love helping customers, solving problems, and making tech feel less intimidating, this role is for you! 

What you’ll do:

• Provide frontline support to customers primarily through live chat, with some email and video support as needed

• Manage a high volume of simultaneous conversations with professionalism, accuracy, and efficiency

• Troubleshoot product issues step-by-step, guiding customers with clear explanations 

• Escalate complex technical or account issues to the appropriate teams with clear notes and context, and follow them through to resolution

• Collaborate with teammates to continuously improve workflows, processes, and knowledge sharing

• Act as the voice of the customer, surfacing  trends, pain points, and feedback to internal teams

• Proactively reach out to customers when you notice errors or recurring issues 

• Build and maintain expert-level product knowledge of Muck Rack, staying current on all  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 

• Customer Satisfaction score (CSAT)

• Quality Assurance (QA) Reviews

If the details below describe you, you could be a great fit for this role:

• 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

Interview Overview 

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.

• 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)

Salary

In the US, the base salary for this role is $27/hour. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.