Customer Support Specialist

At least 1 year of experience in customer or technical support (B2B and SaaS preferred) Exceptional written and verbal communication skills, with an ability to listen, ask the right questions, and explain solutions clearly Ability to independently troubleshoot, investigate, and resolve issues Comfortable adapting quickly to changing priorities and customer needs Familiarity with tools like Google Apps, Salesforce, Slack, Intercom, GitHub – and a quick learner with new tools Attention to detail, technical curiosity, and a continuous learning mindset Experience working in public relations or familiarity with the industry is a plus Familiarity with boolean searching is a plus Must be willing to work one of the following shifts: 10:00am - 7:00pm EST

Provide frontline support to customers primarily through live chat, with some email and video support as needed Manage a high volume of simultaneous conversations with professionalism, accuracy, and efficiency Troubleshoot product issues step-by-step, guiding customers with clear explanations Escalate complex technical or account issues to the appropriate teams with clear notes and context, and follow them through to resolution Collaborate with teammates to continuously improve workflows, processes, and knowledge sharing Act as the voice of the customer, surfacing trends, pain points, and feedback to internal teams Proactively reach out to customers when you notice errors or recurring issues Build and maintain expert-level product knowledge of Muck Rack, staying current on all new and existing features