Customer Support Specialist I

Muck Rack is trusted by thousands of organizations around the world to understand how their brands show up across news, social media and AI-generated answers. Our AI-powered platform connects the entire PR workflow in one place, helping communications teams manage media relationships, understand the conversations shaping their brands, take action and measure their impact. Combined with analyst-led Media Intelligence and advisory services, Muck Rack turns signals into insights and insights into action. Founder-controlled and growing profitably and sustainably, we have the freedom to build forward-thinking products, put our customers first, and offer an inclusive culture that welcomes diverse perspectives. 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…