Customer Support Specialist, Media Intelligence Digests

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.

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 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

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 empathetically 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:

• 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:

The role is based in Bulgaria and aligned to support North American morning operations. The standard working schedule is 12:00 PM to 8:00 PM Bulgaria time (EET/EEST).

Travel & Team Engagement Expectations:

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.