Описание

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

Responsibilities

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 escalate 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

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

Nice to have

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

We offer

This role is based in Bulgaria
The gross monthly salary for this role in Bulgaria is approximately 1,800+ EUR
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
This role requires up to 10% travel for team collaboration, customer engagements, and company events
Attendance at our annual company offsite (typically held in Mexico) is expected
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

Hiring process

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