Ground News

Customer Support

• Directly communicate with Ground News readers to answer questions and provide support for all Ground News products (web, mobile app, extension, newsletters) in an open-minded, empathetic, and brand-aligned manner.
• Remain readily available throughout shift hours to respond promptly and accurately to inquiries via several feedback channels including phone calls, App/Play Store reviews (and other product review channels), social media, and primarily email.
• Diligently assist in documenting actionable feedback from relevant feedback channels.
• Troubleshoot to investigate reports of technical issues and provide clear solutions to customers while consistently communicating time-sensitive feedback to the correct departments.
• Develop expert knowledge on how all of the Ground News products work so that you can accurately resolve technical issues, address customer questions and concerns, follow up with product-based solutions, and provide readers with relevant, personalized information about the Ground News suite of apps, newsletters, and media literacy tools.

Customer Experience Specialist – Part-Time

Content Manager

• Partner with Directors to develop and implement a comprehensive influencer content strategy across existing platforms (YouTube, Instagram, Substack, Newsletters).
• Build strategies to reach new demographics and explore untapped platforms.
• Design and maintain a scalable, efficient workflow to manage sponsorship content from ideation to delivery.
• Ensure consistent brand voice, messaging, and quality across all creator collaborations.
• Track, manage, and evaluate creative testing initiatives; including scripts, briefs, and new messaging experiments.
• Coordinate with the Sponsorships team to integrate new content initiatives into the live workflow without disruption.
• Collaborate with Influencer Marketing Managers to create, edit, and refine high-impact creative assets (scripts, briefs, talking points) for priority campaigns.
• Use performance data and audience insights to inform creative direction.
• Maintain positive relationships with internal teams, creators, and managers to ensure smooth communication and delivery.
• Proactively identify opportunities to improve content performance and efficiency.

Customer Experience Specialist – Part-Time

Content Strategist