Customer Experience Specialist
About Us: Ground News is a platform that makes it easy to compare news sources, read between the lines of media bias, and break free from algorithms. In a world where political polarization and media distrust are at an all-time high, Ground News offers people a better way to stay informed and see every side of the story. Our mobile app, web app, and browser extension are home to a community of mindful readers who use our news comparison platform to engage critically with news. Unlike most news companies, our values do not align with any specific political ideology. Unlike most tech platforms, we don’t rely on algorithms to keep users on our platform to sell more ads. We are supported by our readers who pay for a subscription to build a more nuanced understanding of the news, the world, and themselves. The Opportunity: At Ground News, Customer Experience is a core function. As we expand our team, we’re looking for a Customer Experience Specialist (Full-time) who thrives in a high-impact, high-accountability environment and takes ownership over the quality of every customer interaction. This role is ideal for someone who is detail-oriented and thrives in a high-performing, fast-paced environment by doing work that improves our product and the experience of subscribers. Our approach prioritizes accuracy, judgment, clarity, and follow-through while managing high volume. You’ll work closely with Product, Engineering, and Leadership to ensure our subscribers feel heard, understood, and supported; helping surface user insights that would help improve the product. This is a role for someone who takes pride in their work, operates with a high level of autonomy and consistently holds themselves to a high standard. You’ll be part of a dedicated team with ownership and visibility across the company. The role is remote and will follow 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 customers from all walks of life; you know how to craft responses that are clear, empathetic, accurate, and informative. Maintain a nonpartisan, calm, and brand-aligned voice at all times. Operate across multiple feedback channels Manage incoming requests across email, app store reviews, social platforms, and other support channels. Prioritize effectively across competing inputs while maintaining strong response quality and timeliness. Balance responsiveness with depth and nuance, understanding when an issue requires investigation vs. a quick resolution. Turn feedback into product impact Identify and document patterns, bugs, and recurring pain points from users to be shared cross-functionally. Escalate technical issues clearly and efficiently, helping drive faster resolution. Contribute to improving internal workflows, documentation, and support processes. Develop deep product expertise Build a strong understanding of how all Ground News products work. Confidently troubleshoot issues across platforms. Provide thoughtful, personalized guidance to users based on their specific needs and use cases. What You’ll Bring: A minimum of 3+ years of experience in a customer support or customer service role (preferably in B2C, SaaS, or subscription products). Exceptional English communication skills and high attention to detail. A calm, objective, and nonpartisan approach to sensitive topics and user concerns. Comfort working independently in a fully remote environment, with strong time management and self-organization. A high degree of ownership, accountability, and follow-through. Bonus Points: A deep curiosity and interest in the political system, and the relationship between tech and media. A background in social sciences: philosophy, political science, psychology, sociology or similar. Experience working in media (preferably news). Experience using any of Ground News’ products (app, website, extension, newsletters). Experience using Coda/Notion, Slack, Figma, Front, Trello, Typeform. Why Work at Ground? Co-founded by a former NASA engineer and Bain consultant, a position with Ground News provides an unparalleled learning experience both personally and professionally. At Ground, we prioritize growth: both for our business and team members. You’ll have the freedom to work remotely and play a key role in the development of Ground News products. This is an opportunity to work with a growing and mighty team that is working every day to build a world where cooperative, civil debate is the norm, media is accountable, and critical thought is the baseline of our information consumption. Ground is based in Kitchener, Ontario, Canada, but this role is remote. Our culture is one of collaboration, creativity, and diverse perspectives. If you have any questions, concerns, or requests regarding accessibility needs, please contact [email protected], and a member of our team will be happy to help. Compensation & Benefits The salary range for this role is $53,000-$66,000-$79,000 CAD (min–mid–max). Your final offer will take into account various factors, including your skills, experience, qualifications, and internal parity. What you’ll enjoy at Ground News: 🌍 Remote-first environment: Work from anywhere in Canada, on your own time zone plus enjoy in-person meetups and team gatherings. 🩺 Health & Wellness that matter: Medical, dental, vision, and life insurance coverage for you and your family. 📈 Keep growing: Access to professional development opportunities to keep expanding your skills and career. 🚀 Mission-driven team: Join a group of smart, dedicated people who are building meaningful products with real-world impact. Apply To This Job