Senior Manager, Customer Support

Muck Rack is 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. Manage and mentor Associate Managers, with a focus on coaching, career development, performance management, and morale. Own the relationship with BPO partners ensuring performance, accountability, and alignment with Muck Rack’s support standards. Help define and support career progression for support team members including specialization and cross-functional transitions.