Ground News

Customer Support

• Deliver thoughtful, high-quality customer support
• Communicate directly with Ground News subscribers across web, mobile, browser extension, and newsletter products.
• Respond with clarity, empathy, and accuracy; even when questions touch on complex or sensitive political topics.
• Maintain a calm, impartial, 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, knowing when an issue requires investigation vs. a quick resolution.
• Turn feedback into product impact.
• Identify patterns, bugs, and recurring pain points.
• Document and communicate actionable insights to Product and Engineering.
• 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 needs and use cases.

Customer Experience Specialist

Data Scientist

• Conduct exploratory, open-ended analyses to answer high-impact questions central to Ground News’ product strategy.
• Analyze and model the impact of product decisions in ways that are easy to interpret, share, and act on, prioritizing clarity over unnecessary complexity.
• Define, develop, and evolve standardized product and business metrics to understand user behavior, engagement, and subscription performance.
• Develop scalable data models that efficiently answer product questions and user behaviour.
• Create intuitive dashboards and visualizations that surface meaningful product insights.
• Lead the design, launch, and analysis of experiments across the product ecosystem.
• Monitor topline product and business trends to inform roadmap planning and prioritization.
• Champion a documentation-first data culture to ensure shared understanding and long-term scalability.

Customer Experience Specialist

Product Analytics Lead