Quick Snapshot

Job Type: Full-time (Hourly)

Salary: $27/hour

Firm: Muck Rack

Location: Remote, US

Work Schedule: 10:00am – 7:00pm EST

Language: English

Overview

Muck Rack is a leading SaaS platform for public relations and communications professionals. Its AI-powered, integrated tools help organizations build trust, manage brand reputation, generate media coverage, and measure the impact of earned media.

The company is founder-controlled, fully remote, and growing sustainably. Muck Rack has been recognized by Inc., Quartz, G2, and BuiltIn for its strong culture and product quality. Core values include resilience, transparency, ownership, and customer devotion.

Responsibilities

• Provide frontline customer support primarily through live chat, with some email and video support
• Handle a high volume of simultaneous conversations with accuracy, professionalism, and efficiency
• Troubleshoot product issues step-by-step with clear explanations
• Escalate complex technical or account issues with detailed context and follow them through resolution
• Collaborate with teammates to improve workflows, processes, and knowledge sharing
• Act as the voice of the customer, identifying trends, pain points, and feedback
• Proactively reach out to customers when errors or recurring issues are detected
• Build and maintain expert-level product knowledge, staying current on new and existing features

How Success Is Measured

• Time to close
• Average response time (10 minutes or less)
• Number of conversations replied to
• Customer Satisfaction Score (CSAT)
• Quality Assurance (QA) reviews

Benefits

Remote Work

• Fully distributed team (remote forever)
• Home office stipend
• Phone and internet reimbursement
• Coworking membership
• Virtual and in-person team bonding events

Compensation & Financial Benefits

• Competitive, geo-neutral pay within the U.S.
• Annual compensation reviews
• Standardized bonus or commission structure
• 401(k) with employer contributions
• Equity opportunities

Health & Wellness

• Medical, dental, vision, disability, and life insurance for employees and dependents
• 100% premium coverage for individuals on high-deductible plans
• Employer-funded HSA contributions
• 24/7 virtual care and Employee Assistance Program
• Quarterly wellness stipend
• Free Headspace subscription

Time Off & Family Benefits

• 4+ weeks of PTO
• Paid sick and mental health days
• 13 paid holidays (with swap option)
• Up to 16 weeks of fully paid parental leave

Learning & Development

• Clear internal mobility and promotion paths
• Bi-annual performance reviews
• Team workshops and leadership training
• Unlimited Coursera and O’Reilly access
• 2 additional PTO days annually for learning

Interview Process

1. 15–30 minute interview with Talent Team
2. 1-hour Zoom interview with the hiring manager
3. Skills assessment (up to 2 hours)
4. Peer interviews
5. Final interview(s) with executive team member(s)

Requirements

• At least 1 year of experience in customer or technical support (B2B and SaaS preferred)
• Strong written and verbal communication skills
• Ability to listen, ask effective questions, and explain solutions clearly
• Ability to independently troubleshoot and resolve issues
• Comfortable adapting to changing priorities and customer needs
• Familiarity with tools such as Google Apps, Salesforce, Slack, Intercom, and GitHub
• Detail-oriented with strong technical curiosity and a learning mindset
• Experience in public relations or familiarity with the PR industry (plus)
• Familiarity with boolean searching (Not Compulsory)
• Willingness to work 10:00am – 7:00pm EST

Apply directly through the job site

IMPORTANT: THIS IS A LEGITIMATE JOB OFFER AND IS COMPLETELY FREE. NO AGENCY FEES, NO CHARGES, NO PAYMENTS REQUIRED. DO NOT PAY ANYONE TO APPLY OR WORK FOR THIS ROLE.