Customer Experience Specialist

About Us:

Ground News is a platform that makes it easy to compare news sources, read between the lines of media bias and break free from algorithms.

In a world where political polarization and media distrust are at an all-time high, Ground News offers people a better way to stay informed and open-minded. Our mobile app, web app, and browser extension are home to a community of mindful readers who use our platform to easily see every side of a story and engage with news beyond their filter bubble.

Unlike most news companies, our audience and our values do not align with any specific political ideology. Unlike most tech platforms, we don't rely on algorithms to keep users on our platform to sell more ads. We are supported by our readers who pay for a subscription to build a more nuanced understanding of the news, the world, and themselves.

Highlights:

• #1 on Product Hunt

• #2 on 2025 Apple Design Awards in the Social Impact category

• 3-time winner of US App of the Day

• Winner of Digital News Innovation Challenge by Facebook

• Winner of Mobile Apps Showdown at CES

The Opportunity: Customer Experience Specialist

We're looking for a mission-driven individual who's motivated to use both their interpersonal and technical skills to support Ground News readers in a meaningful, effective way. Our team takes pride in making every reader feel heard and supported throughout their experience, crafting responses that are timely, thoughtful, and empathetic to people from all walks of life, to help them get the most value out of their subscriptions. The ideal candidate is highly accountable, organized, and adaptable, and thrives in an autonomous environment while contributing to shared team goals.

We are looking for someone who has demonstrated success in fast-paced customer-facing roles and has previous experience working remotely. Previous experience in the B2C SaaS industry is considered an asset, along with prior experience managing client concerns in a sensitive, respectful, and non-partisan manner.

We are only considering candidates who are available to work a weekend shift (Friday to Monday - Part Time - following EST hours).

What you'll do:

• Communicate: 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. This includes remaining impartial as readers from all walks of life and all sides of the political spectrum write in with concerns that reach beyond the product and may touch on larger political and ideological debates.

• Prioritize between multiple feedback channels: 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.

• Collect and share feedback: Diligently assist in documenting actionable feedback from relevant feedback channels.

• Troubleshooting: Troubleshoot to investigate reports of technical issues and provide clear solutions to customers while consistently communicating time-sensitive feedback to the correct departments.

• Become a product expert: 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.

What you'll have:

• A minimum of 3+ years of experience in a customer support or a customer service role (preferably in B2C SaaS).

• A non-partisan approach to news and current events and a basic understanding of the US political system.

• Exceptional written communication skills and the ability to leave your personal biases at the door when communicating with individuals from all walks of life.

• The ability to operate consistently and reliably in a 100% remote environment to ensure that work is completed within work hours.

Bonus points:

• A deep curiosity or interest in the political system, and the relationship between tech and media and/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, Typeform.

Why Ground?

Co-founded by a former NASA engineer and Bain consultant, a position with Ground News provides an unparalleled learning experience both personally and professionally. At Ground, we prioritize growth: both for our business and team members. You'll have the freedom to work remotely and play a key role in the development of Ground News products.

This is an opportunity to work with a growing and mighty team that is committed to building a world where cooperative, civil debate is the norm, media is accountable, and critical thought is the baseline of our information consumption. Ground is based in Kitchener, Ontario, Canada, but this role is remote across Canada.

Compensation:
The hourly rate for this role is $26-$30 CAD (min–max). Your final offer will take into account various factors, including your skills, experience, qualifications, and internal parity.

What you'll enjoy at Ground News:

Remote-first environment: Work from anywhere in Canada 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.

Ground News is an equitable workplace and we take pride in being a harassment-free and discrimination-free space for everyone. Our culture is one of collaboration, creativity, and diverse perspectives.

If you have any questions, concerns, or require any accessibility accommodations during our interview process, please contact and we'll be happy to support you.