Customer Support Specialist

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories and demonstrate the unique value of earned media. Muck Rack’s Public Relations Management (PRM) platform enables organizations to build relationships with the media, manage crisis risk and demonstrate PR’s impact on business outcomes.

Founder controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, & customer devotion and infuse these values into everything we do.

Our customer base continues to grow and we’re looking for an analytical and curious Customer Support Specialist to join our team and make a big impact. 

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’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.

You will work closely with the editorial, customer success, and product teams.

What you’ll do:

• 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
• 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)

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

• 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 …