Customer Experience Specialist

Customer Experience Specialist - Remote (Canada)

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 increasing polarization and distrust in media, Ground News offers a unique approach, supported by its subscribers, to foster a more nuanced understanding of the world.

We are seeking a detail-oriented and driven Customer Experience Specialist to join our expanding team. This is a full-time, permanent, remote role ideal for individuals who thrive in a high-impact, high-accountability environment and are passionate about delivering exceptional customer interactions. You will play a crucial role in improving our product and subscriber experience by working closely with Product, Engineering, and Leadership.

Key Responsibilities

• Deliver High-Quality Customer Support:
  • Communicate with Ground News subscribers across web, mobile, browser extension, and newsletter platforms.
  • Respond to customer inquiries with clarity, empathy, accuracy, and efficiency, maintaining a nonpartisan and brand-aligned voice.
• Manage Multiple Feedback Channels:
  • Handle incoming requests via email, app store reviews, social media, and other support channels.
  • Prioritize effectively while ensuring timely and high-quality responses.
  • Balance responsiveness with thoroughness, determining when issues require deeper investigation.
• Translate Feedback into Product Impact:
  • Identify and document user patterns, bugs, and recurring 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.

Requirements

• A minimum of 3+ years of experience in customer support or customer service, preferably within B2C, SaaS, or subscription-based products.
• Exceptional English communication skills and a keen 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 skills.
• A high degree of ownership, accountability, and follow-through.

Bonus Points

• A strong interest in politics and the relationship between technology and media.
• A background in social sciences (philosophy, political science, psychology, sociology, or similar).
• Experience in the media industry, particularly news.
• Familiarity with Ground News products.
• Experience with tools such as Coda/Notion, Slack, Figma, Front, Trello, or Typeform.

What We Offer

• Remote-First Environment: Work from anywhere in Canada, with flexibility and opportunities for in-person team gatherings.
• Comprehensive Health & Wellness: Medical, dental, vision, and life insurance coverage for you and your family.
• Professional Development: Access to opportunities for continuous learning and career growth.
• Mission-Driven Team: Join a dedicated team building impactful products focused on fostering civil debate and critical thinking.
• Competitive Compensation: Salary range of $53,000 - $79,000 CAD, commensurate with experience and qualifications.