Senior Manager, Customer Support
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About The Position
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. We’re looking for a Senior Manager, Customer Support to lead a growing team and help evolve how support operates at scale. Reporting to the VP of Customer Experience and Adoption, you will manage multiple Associate Managers, help build and lead a vendor (BPO) strategy, and shape the future of our Solutions Support function – our fast-growing team that partners closely with Sales and CSMs. This is a high-impact role that will require a balance of strategic thinking, operational rigor, and empathetic leadership. You'll play a key role in driving adoption of support tooling (including AI), aligning support structure to customer needs, and fostering a strong culture of engagement and growth within your team.
