MuckRock is seeking a full-time Customer Support Specialist to join the Customer Support Team. The Customer Support Specialist will be responsible for solving user inquiries via our customer support platform Zendesk, resolving backend flags to support platform functionality, maintaining an up-to-date database of agency contacts, and creating documentation for both internal and external use. The Customer Support Specialist will also host new user onboarding and training sessions

MuckRock’s customer support team is unconventional in that the team works directly with government agencies to fulfill public records requests and with MuckRock’s users to ensure that our tools and services, which include DocumentCloud, oTranscribe and our authentication service are meeting their needs and expectations.

This position requires someone who is highly organized and solution-oriented with great communication skills, both written and verbal. This requirement applies to internal communication with staff and external communication with agency contacts and users.

This role reports to the Customer Support Manager.

This will be a full-time remote role with an annual salary starting at $45,000 to $60,000, based on experience.

MuckRock is a fully distributed team and this is a remote position, though you must be based in the United States. Our Customer Support Manager is based on the East Coast. This position does require travel within the United States, for twice yearly staff retreats and occasional other travel for conferences.

You are excited about this opportunity because you’ll…

Respond to user inquiries in a timely, helpful, and solution-oriented way via Zendesk.
Identify and resolve backend flags to ensure uninterrupted processing of public records requests.
Maintain the agency database, including making outbound calls when required.
Share new features that could benefit the Support Team and/or users with the Customer Support Manager.
Develop and update documentation that can be used as guides for internal and external workflows.
Facilitate user onboarding and conduct training sessions.
Strengthen civic participation and build a more transparent democracy.

Success measures

Within 3 months: Success will be defined by the Customer Support Specialist’s ability to resolve user inquiries and internal flags. In order to do this, the Customer Support Specialist will need to be proficient at navigating MuckRock’s platform, services, and tools, with the ability to onboard new users and host trainings.
Within 9 months: Success will be measured by the ability to work autonomously and decreased time to resolve user inquiries and internal flags. The Customer Support Specialist will also contribute to plans to improve documentation and user experience.
Within 15 months: The Customer Support Specialist should have an expert understanding of MuckRock’s goals, visions and projects with the ability and confidence to proactively apply them to solve problems and suggest operational improvements.

We’re excited about you because you are..

Solution-Focused: You embrace complex problems and excel at breaking them down without losing track of the bigger picture.
Customer Centered: Experienced in SaaS customer support and familiar with helpdesk software like Zendesk.
Highly Organized: Skilled at managing multiple responsibilities and effectively prioritizing time.
Skilled Communicator: Proficient at guiding users through solutions, supporting new user onboarding and training, and serving as the liaison between users and agencies.
Embrace New Technology: MuckRock is building and partnering with new platforms and emerging technologies to help drive oversight of government. You’re excited to tinker with, try out, and provide feedback on products that have rough edges as well as high potential, and are eager to learn and teach yourself how things work.

We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply. We also recognize that we are seeking a wide range of skills and experience for this position, and not all candidates will be an exact match for all criteria as laid out in the job description. We do not expect every candidate to be equally skilled in these areas, and this is not a complete list of what you may be asked to do or what you may bring to the job. Please feel free to let us know about other relevant skills and qualifications that may be of interest to us.

Our team loves working at MuckRock because…

Three weeks of paid vacation annually, plus 11 US postal holidays, and the week between Christmas and New Year’s Day off. Four weeks of paid vacation starting in your second year of employment.
Health insurance with full premium paid for employees and 75% of the premium for dependents.
Professional development, including covering costs for conference and event attendance.
Board meetings are open to all staff and include meaningful engagement.
Company dental, vision, and health flexible spending account plans.
Paid parental leave
401K with 4% match
Life and Disability Insurance
Flexible equipment budget for a new laptop that you pick out or other home office purchases.
Distributed team with flexible scheduling – work from anywhere in the United States.

You must be based in and legally authorized to work in the United States to qualify for this role. Applications will be reviewed as they are received, but should be completed no later than May 30, 2025.

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