Customer Experience Specialist

About Ground News

Ground News is a platform dedicated to helping users compare news sources, understand media bias, and break free from algorithmic news feeds. In an era of high political polarization and declining media trust, Ground News provides a valuable service by offering a balanced perspective on current events through its mobile app, web app, and browser extension. Supported by its readers through subscriptions, Ground News maintains a commitment to impartiality and avoids algorithmic manipulation for ad revenue. The company values accuracy, judgment, clarity, and follow-through, fostering a community of mindful readers.

The Opportunity

Ground News is looking for a full-time Customer Experience Specialist who excels in a high-impact, high-accountability role. This position is perfect for an individual who is detail-oriented, thrives in a fast-paced, high-performing environment, and is driven to enhance the product and subscriber experience. You will collaborate closely with Product, Engineering, and Leadership teams to ensure subscribers feel heard and supported, and to surface user insights that drive product improvements. This role offers a high degree of autonomy and demands a commitment to high standards. The position is remote and follows Eastern Time (ET) hours.

What You’ll Do

Deliver Thoughtful, High-Quality Customer Support

• Communicate directly with Ground News subscribers across web, mobile, browser extension, and newsletter products.
• Respond efficiently and effectively to diverse customers, crafting clear, empathetic, accurate, and informative responses.
• Maintain a nonpartisan, calm, and brand-aligned voice in all interactions.

Operate Across Multiple Feedback Channels

• Manage incoming requests via email, app store reviews, social platforms, and other support channels.
• Prioritize effectively across competing demands while maintaining high response quality and timeliness.
• Balance responsiveness with depth and nuance, discerning when an issue requires investigation versus a quick resolution.

Turn Feedback into Product Impact

• Identify and document patterns, bugs, and recurring user pain points for cross-functional sharing.
• Escalate technical issues clearly and efficiently to facilitate faster resolution.
• Contribute to the improvement of internal workflows, documentation, and support processes.

Develop Deep Product Expertise

• Gain a comprehensive understanding of all Ground News products.
• Confidently troubleshoot issues across various platforms.
• Provide personalized guidance to users based on their specific needs and use cases.

What You’ll Bring

• A minimum of 3+ years of experience in customer support or customer service, preferably within B2C, SaaS, or subscription product environments.
• Exceptional English communication skills with a high degree of attention to detail.
• A calm, objective, and nonpartisan approach to handling sensitive topics and user concerns.
• Comfort and proficiency working independently in a fully remote environment, demonstrating strong time management and self-organization skills.
• A high degree of ownership, accountability, and follow-through.

Bonus Points

• A deep curiosity and interest in the political system and the intersection of tech and media.
• A background in social sciences such as philosophy, political science, psychology, sociology, or similar fields.
• Prior experience working in the media industry, particularly in news.
• Familiarity with any of Ground News’ products (app, website, extension, newsletters).
• Experience with tools like Coda/Notion, Slack, Figma, Front, Trello, or Typeform.

Why Work at Ground?

Founded by a former NASA engineer and Bain consultant, Ground News offers an exceptional learning experience, both personally and professionally. The company prioritizes growth for both its business and its team members. You will have the autonomy to work remotely and play a pivotal role in the development of Ground News products. Join a dedicated, growing team committed to fostering cooperative, civil debate, ensuring media accountability, and promoting critical thought in information consumption. Ground is based in Kitchener, Ontario, Canada, but this role is fully remote.

The culture at Ground News emphasizes collaboration, creativity, and diverse perspectives. For accessibility needs or any questions, please contact talent@ground.news.

Compensation & Benefits

• Salary Range: $53,000 - $66,000 - $79,000 CAD (min–mid–max). Final offer depends on skills, experience, qualifications, and internal parity.
• Remote-First Environment: Work from anywhere in Canada, with flexible time zones and opportunities for in-person meetups and team gatherings.
• Health & Wellness: Comprehensive medical, dental, vision, and life insurance coverage for employees and their families.
• Professional Development: Access to opportunities for continuous learning and career advancement.
• Mission-Driven Team: Be part of a team of intelligent, dedicated individuals building impactful products.