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Customer Support Specialist I

1 month ago
Bulgaria
Full-time
Junior
Customer Support
Customer and Technical Support
Agile
Apply Now
Muck Rack

Muck Rack

Muck Rack is a leading platform for journalists and PR professionals, offering tools to connect, find journalists, monitor news, and analyze PR impact. Trusted by global companies, it simplifies media management and reporting.

Internet Software & Services
51-250
Founded 2009
$180M raised
View All Jobs 5

Description

  • Own daily execution and delivery of Media Intelligence Digests across assigned client accounts.
  • Review and deliver digests accurately and on schedule while meeting service-level expectations.
  • Perform quality assurance checks for accuracy, completeness, and alignment with client requirements.
  • Monitor client review windows, coordinate revisions, and complete requested changes promptly.
  • Troubleshoot delivery issues, identify root causes, and escalate operational or technical problems when needed.
  • Maintain expertise in account-specific requirements, preferences, and recurring workflows.
  • Collaborate with Editorial, Customer Success, Customer Support, Onboarding, Product, and Engineering teams.
  • Improve workflows, documentation, and processes to increase quality, consistency, and scalability.
  • Support onboarding of new digest accounts by documenting operational readiness and best practices.

Requirements

  • 1+ years of experience supporting time-sensitive operational workflows in customer support, operations, editorial operations, media operations, or a related field.
  • Experience managing multiple priorities while consistently meeting deadlines.
  • Exceptional attention to detail and a strong quality assurance mindset.
  • Excellent written communication and customer-facing communication skills.
  • Strong organizational, time-management, problem-solving, and independent decision-making skills.
  • Ability to remain calm and exercise sound judgment under tight deadlines.
  • Experience following documented procedures while identifying process improvements.
  • Preferred: experience with SaaS products, media monitoring, journalism, publishing, editorial review, or quality assurance.
  • Preferred: familiarity with CRM, ticketing, or workflow management tools.
  • Preferred: experience with distributed teams, recurring client accounts, and operational documentation; willingness to use AI tools to improve productivity.

Benefits

  • Approximately €1,600+ gross monthly salary in Bulgaria.
  • Fully remote, distributed work environment with home-office, phone, internet, and coworking support.
  • Up to 10% travel, including expected attendance at the annual company offsite.
  • Medical, dental, vision, disability, and life insurance; virtual care and employee assistance programs.
  • 4+ weeks of PTO, paid sick and mental health days, 13 paid holidays, and up to 16 weeks of paid parental leave.
  • Professional development through Coursera, O’Reilly, workshops, leadership training, internal mobility, and additional learning PTO.
  • Wellness stipend and Headspace subscription.
  • Bonus or commission structure and equity opportunities, where applicable.

Interested in this position?

Apply directly on the company website

Apply Now

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