Senior Manager, Customer Support

Muck Rack; United States; Remote; USD 105,000 - 115,000; Full time

Job summary

A leading SaaS company is seeking a Senior Manager for Customer Support to enhance their support operations. This role involves managing a team, driving the adoption of support tools, and ensuring customer satisfaction. The ideal candidate will have extensive experience in customer support and a strong focus on leadership and operational excellence.

Benefits

Home office stipend

Phone and internet reimbursement

Coworking membership

401(k) with employer contributions

Equity opportunities

Comprehensive medical, dental, vision insurance

4+ weeks of PTO

Paid parental leave

Unlimited access to Coursera

Quarterly wellness stipend

Qualifications

• 6+ years in customer support, 3+ years managing teams.
• Experience with BPO partners and remote teams.
• Hands-on experience in email/chat support.

Responsibilities

• Manage and mentor Associate Managers for career development.
• Lead the Solutions Support function and drive improvements.
• Partner with internal teams to enhance customer support.

Skills

Customer Support

Leadership

Empathy

Data Analysis

Collaboration

Tools

Salesforce

Zendesk

Intercom

Job description

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.

What you’ll do:

• Manage and mentor Associate Managers, with a focus on coaching, career development, performance management, and morale
• Own our relationship with BPO partners (e.g., PartnerHero), ensuring performance, accountability, and alignment with Muck Rack’s support standards
• Lead and evolve the Solutions Support function (supporting internal go-to-market teams), ensuring it delivers strategic value as we scale
• Evaluate and implement AI-driven support enhancements (e.g., The Loops), including tool deployment, workflows, and usage strategies
• Drive continuous improvement in workflows, escalations, and quality assurance through data analysis, feedback loops, and systems thinking
• Partner with teams including Product, Product Ops, CSM, Sales, and Onboarding to improve support impact across the customer journey
• Help define and support career progression for support team members including specialization and cross-functional transitions

How success will be measured in this role:

• Customer Satisfaction: Improvements in CSAT, QA scores, and resolution quality
• Team Performance: Increased engagement (eNPS), improved retention, and individual growth
• Operational Metrics: Achievement of SLAs, ticket response time, escalation rates, and backlog management
• Tooling and Vendor ROI: Efficient and strategic use of BPO, AI tools, and support platforms
• Strategic Alignment: Strength of relationships and collaboration across internal stakeholders

If the details below describe you, you could be a great fit for this role:

• You have 6+ years of experience in customer support, including 3+ years managing people, ideally in a B2B SaaS environment
• You’ve worked with or directly managed a BPO partner, and you’re confident overseeing remote and distributed teams
• You bring hands-on experience in email/chat support, and are familiar with Salesforce, Zendesk, Intercom, and QA tools/processes
• You’ve successfully led or contributed to the implementation of AI, automation, or tooling in a support organization
• You’re a strong cross-functional partner and an operator who can move quickly from strategic to tactical work
• You lead with empathy, communicate clearly, and enjoy helping others succeed

Interview Overview

Below you'll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

• 30 min interview with a member of our Talent Team
• A 1 hour Zoom interview with the hiring manager
• Live skills assessment (2 hours max)
• Peer interviews with several team members
• Final call(s) with executive team member(s)

Salary

In the US, the base salary for this role is between $105,000-115,000+, depending on skills and experience. Total compensation for this role consists of base salary and a quarterly bonus plan. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.

Why Muck Rack?

Remote Work, Forever

• Fully distributed team with a permanent remote setup
• Home office stipend, phone and internet reimbursement, coworking membership
• Virtual and in-person team bonding (lunches, events, competitions)

Transparent & Fair Compensation

• Competitive geo-neutral pay in the U.S.
• Annual reviews to ensure equity and market alignment
• Standardized bonus or commission structure
• 401(k) with employer contributions
• Equity opportunities

Health & Wellness

• Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents
• 100% premium coverage for individuals on high-deductible plans
• 24/7 Virtual Care and Employee Assistance Program
• Employer-funded HSA contributions and other pre-tax benefits
• Quarterly wellness stipend and free Headspace subscription

Time Off & Family Benefits

• 4+ weeks of PTO, plus paid sick and mental health days
• 13 paid holidays with the option to swap for personal days
• Up to 16 weeks of fully paid parental leave

Learning and Development

• Transparent pathways for internal mobility and promotion
• Bi-annual performance reviews, team workshops, and leadership training
• Unlimited access to Coursera and O’Reilly
• 2 additional PTO days annually for learning and development

Inclusive, Customer-First Culture

• Commitment to equity and valuing diverse perspectives
• Agile, founder-led company focused on collaboration and innovation
• Trusted by 3,000+ companies worldwide

Note: Benefits and compensation reflect offerings for U.S.-based employees. Support is provided for employees in other locations, in compliance with local laws and regulations.

While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.

#LI-Remote

Muck Rack does not accept unsolicited resumes from search firms or any other third parties. Any unsolicited resume sent to Muck Rack will be considered Muck Rack property, and Muck Rack will not pay a fee should it hire the subject of any unsolicited resume.Muck Rack considers applicants for all positions on the basis of merit, qualifications, and business needs, and without regard to race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, alienage or citizenship status, ancestry, marital status, genetic predisposition or carrier status, veteran status, familial status, status as a victim of domestic violence, or any other status or characteristic protected by applicable federal, state, or local law.Note to applicants/job seekers: We have recently been made aware of scams impersonating Muck Rack’s HR team. Please be cautious of these attempts to elicit banking or other financial or sensitive information. Muck Rack will never request financial information during the interview process, and follow ups for interviews or next steps will always come from an ‘@muckrack.com’ email address. If you are contacted by anyone from a different domain who claims to be from Muck Rack, please forward the communication [e-mail].