Customer Experience Specialist
Ground News
full-time
Posted on:
Location Type: Remote
Location: Canada
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Salary
💰 CA$53,000 - CA$79,000 per year
About the role
- 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.
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 attention to detail.
- A calm, objective, and non-partisan 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
customer supportcommunicationempathyclarityattention to detailtime managementself-organizationownershipaccountabilityproblem-solving