Senior Manager, Customer Support

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 f