Ground News is looking for a Customer Experience Specialist (Part-Time) to join our mission-driven team. We need someone motivated to use interpersonal and technical skills to support our readers effectively. You'll help people from all walks of life get the most value from their subscriptions through timely, thoughtful, and empathetic communication.

What You'll Do

Communicate directly with readers to answer questions and provide support for all Ground News products (web, mobile app, extension, newsletters) in an empathetic, brand-aligned manner.
Remain impartial when addressing concerns that may touch on political or ideological debates, interacting respectfully with readers from all sides of the spectrum.
Respond promptly and accurately to inquiries via email, phone calls, app store reviews, social media, and other feedback channels during shift hours.
Investigate reports of technical issues, provide clear solutions, and communicate time-sensitive feedback to the correct internal departments.
Document actionable feedback from all relevant channels diligently.
Develop expert knowledge of all Ground News products to resolve technical issues, address questions, and provide readers with personalized information about our apps, newsletters, and tools.

What We're Looking For

A minimum of 3+ years of experience in customer support or service, preferably in B2C SaaS.
A non-partisan approach to news and current events, with a basic understanding of the US political system.
Exceptional written communication skills and the ability to set aside personal biases when interacting with a diverse audience.
The ability to operate consistently and reliably in a 100% remote environment, ensuring work is completed within designated hours.
Availability to work a weekend shift (Friday to Monday, part-time, following EST hours).
Demonstrated success in fast-paced, customer-facing roles.
Previous experience working remotely.

Nice to Have

Previous experience in the B2C SaaS industry.
Prior experience managing client concerns in a sensitive, respectful, and non-partisan manner.
A deep curiosity about the political system, the relationship between tech and media, or media literacy.
A background in social sciences: philosophy, political science, psychology, sociology, or similar.
Experience working in media, preferably news.
Experience working in politics or for a political advocacy group.
Experience using any of Ground News’ products (app, website, extension, newsletters).
Experience using Coda/Notion, Slack, Figma, Front, Trello, or Typeform.

Benefits & Compensation

Remote-first environment: Work from anywhere in Canada plus enjoy in-person meetups and team gatherings.
Health & Wellness: Medical, dental, vision, and life insurance coverage for you and your family.
Keep growing: Access to professional development opportunities to expand your skills and career.
Mission-driven team: Join a group of smart, dedicated people building meaningful products with real-world impact.