Customer Support Specialist I 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 AI-powered, comprehensive, and integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions to manage brand reputation, and analyze PR's impact on business outcomes.

By combining media database, monitoring, and reporting into one dynamic platform, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently. 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, and customer devotion, and infuse these values into everything we do.

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This Full time on site position offers great opportunities for career growth.

We're looking for a collaborative, detail-oriented Customer Support Specialist, Media Intelligence Digests to join our Media Intelligence team. In this role, you'll own the day-to-day execution of our Media Intelligence Digest service, ensuring clients receive accurate, high-quality intelligence on time every day.

You'll partner closely with Editorial, Customer Success, Customer Support, and Product teams to deliver an exceptional client experience while helping scale a growing operational service.

Media Intelligence Digests are a time-sensitive service with strict client delivery deadlines. This role plays a critical part in ensuring our clients consistently receive accurate, high-quality intelligence while helping us improve operational excellence as the business grows.

What you'll do: Own the daily execution and delivery of Media Intelligence Digests across a portfolio of client accounts

Review and deliver client digests while consistently meeting established delivery deadlines and service-level expectations

Perform detailed quality assurance reviews to ensure every digest is accurate, complete, and aligned with client expectations before delivery

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 escalated operational or technical issues when appropriate

Develop expertise in account‐specific requirements, preferences, and recurring workflows to provide consistent, high‐quality service

Partner closely with Editorial, Customer Success, Customer Support, Onboarding, and Product and Engineering teams to resolve issues and continuously improve the client experience

Identify opportunities to improve workflows, documentation, and operational processes that increase quality, consistency, and scalability

Help onboard new digest accounts by supporting operational readiness and documenting best practices

If the details below describe you,



you could be a great fit for this role: 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

If Any of the Below Also Describe You, This Could Be an Exciting Opportunity: 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 In Addition, We're Always Looking for Candidates Who Take ownership of their work and consistently deliver high‐quality results

Thrive in fast‐paced, deadline‐driven environments while maintaining exceptional attention to detail

Build strong collaborative relationships across cross‐functional teams

Communicate clearly, professionally, and empathically with both customers and colleagues

Continuously seek opportunities to improve processes, documentation, and operational efficiency

Demonstrate sound judgment and reliability when managing time‐sensitive client work

Proactively incorporate AI tools into day‐to‐day work to improve productivity and accelerate delivery

What Success Looks Like Within this role, you'll be successful by: Consistently delivering accurate, high‐quality Media Intelligence Digests on time

Maintaining excellent quality standards with minimal delivery errors

Managing client review windows efficiently while providing timely revisions

Independently owning your portfolio of digest accounts and their operational success

Building trusted partnerships across Editorial, Customer Success, and Customer Support

Identifying and implementing improvements that increase operational efficiency and scalability





Working Hours This role is based in Bulgaria and is aligned to support our North American morning operations. The standard working schedule is 12:00 PM to 8:00 PM Bulgaria time (EET/EEST, depending on daylight saving time), providing coverage during the early morning hours in the Eastern Time zone.

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.

30-minute interview with a member of our Talent Team A 1 hour zoom interview with the hiring manager

Peer interviews with several team members

30-minute Executive interview

30-minute Bar Raiser

Travel &

- Team Engagement Expectations This role requires up to 10% travel for team collaboration, customer engagements, and company events. As part of our commitment to building strong connections across our fully distributed team, attendance at our annual company offsite (typically held in Mexico) is expected.

Salary The gross monthly salary for this role in Bulgaria is approximately 1,700 - 1,900 EUR. 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 as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate. xkiyazw

Why Muck Rack?

Remote

Work, Forever 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) Transparent &

- Fair Compensation 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 Health &
- Wellness 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 Time Off &
- Family Benefits 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 Learning and Development 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 Inclusive, Customer-First Culture Commitment to equity and valuing diverse perspectives Agile, founder‐led company focused on collaboration and innovation Trusted by 3,000+ companies worldwide

Note: Benefits and compensation reflect offerings for U.S.-based employees

📌 Customer Support Specialist I at Muck Rack (Milano)
🏢 Altro
📍 Milano