Customer Experience Specialist

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Ground News

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

📱 Media

💰 Seed Round on 2020-12

Media

Ground News is a news comparison platform that provides users with access to a wide range of news sources. Through its features such as the Browser Extension and Daily Briefing, it allows users to see political bias ratings, coverage percentages from various perspectives (left, center, right), and market-disproportionate reporting on various stories. Ground News empowers readers to understand media bias, review the blind spots in current news stories, and access information from multiple viewpoints for a more balanced understanding of the news. The platform offers local, national, and international news coverage with tools to help readers critically engage with news content.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.