Senior Manager, Customer Support - Remote

Overview

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.

In Short

• Lead and mentor a team of Associate Managers in Customer Support.
• Manage relationships with BPO partners to ensure performance and alignment.
• Drive adoption of AI-driven support tools.
• Enhance support workflows through data analysis and feedback.
• Collaborate with cross-functional teams to improve customer support.
• Support career progression and development for team members.
• Focus on customer satisfaction and operational metrics.
• Participate in a transparent and fair compensation structure.
• Contribute to a culture of engagement and growth.
• Work in a fully remote environment with flexible arrangements.

Requirements

• 6+ years of experience in customer support, with 3+ years in management.
• Experience managing BPO partners and remote teams.
• Hands-on experience with support tools like Salesforce, Zendesk, and Intercom.
• Experience implementing AI and automation in support.
• Strong communication and empathetic leadership skills.
• Adept at balancing strategic and tactical work.

Benefits

• Fully remote work with a home office stipend.
• Competitive geo-neutral pay and quarterly bonuses.
• Comprehensive health and wellness benefits.
• Generous PTO and family leave policies.
• Learning and development opportunities, including access to online courses.
• Inclusive and customer-first company culture.