Customer Support Specialist I

🔥 17 hours ago

🇧🇬 Bulgaria – Remote

💵 €1.7k - €1.9k / month

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Muck Rack

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

📱 Media

💰 $180M Series A on 2022-09

B2B • Media

Muck Rack is a Public Relations Management (PRM) platform that assists organizations in connecting with journalists, reporting on media coverage, and demonstrating the value of their work. By leveraging a media database that curates hundreds of millions of data points, Muck Rack helps PR teams find the right journalists, generate coverage, monitor news, and manage their public relations efforts effectively. Journalists also benefit from Muck Rack's free tools, which allow them to showcase their portfolios and analyze the impact of their reporting.

📋 Description

• Own the daily execution and delivery of Media Intelligence Digests across a portfolio of client accounts • Review and deliver client digests while meeting delivery deadlines and service-level expectations • Perform detailed quality assurance reviews to ensure digests are accurate, complete, and aligned with client expectations • Monitor active client review windows, coordinate revisions, and ensure requested changes are completed quickly and accurately • Troubleshoot delivery issues in real time, identify root causes, and escalate operational or technical issues when appropriate • Develop expertise in account-specific requirements, preferences, and recurring workflows • Partner with Editorial, Customer Success, Customer Support, Onboarding, Product, and Engineering teams to resolve issues and improve the client experience • Identify opportunities to improve workflows, documentation, and operational processes for quality, consistency, and scalability • Support onboarding of new digest accounts by contributing to operational readiness and documenting best practices • Work 12:00 PM to 8:00 PM Bulgaria time to support North American morning operations • Travel up to 10% for team collaboration, customer engagements, and company events • Attend the annual company offsite, typically held in Mexico

🎯 Requirements

• 1+ years of experience supporting time-sensitive operational workflows in customer support, operations, editorial operations, media operations, or a similar environment • Experience managing multiple concurrent priorities while consistently meeting deadlines • Exceptional attention to detail and a strong quality assurance mindset • Excellent written communication skills with the ability to communicate clearly and professionally with clients and internal partners • Strong organizational and time management skills • Experience working directly with customers or customer-facing deliverables • Ability to work independently, exercise sound judgment, and make informed decisions within established processes • Strong problem-solving skills and the ability to remain calm under tight deadlines • Experience following documented operational procedures while identifying opportunities for continuous improvement • Experience supporting SaaS products or subscription-based services • Experience working in media monitoring, media intelligence, journalism, publishing, or editorial environments • Experience performing editorial review or quality assurance • Familiarity with CRM systems, ticketing platforms, or workflow management tools • Experience documenting operational procedures and process improvements • Experience working with globally distributed teams • Experience managing multiple client accounts with recurring delivery schedules • Ability to proactively incorporate AI tools into day-to-day work to improve productivity and accelerate delivery • Willingness to travel up to 10% for team collaboration, customer engagements, and company events • Attendance at the annual company offsite is expected

🏖️ Benefits

• 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 • Commitment to equity and valuing diverse perspectives • Agile, founder-led company focused on collaboration and innovation