Customer Experience Specialist (Part-time)

About the job

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 see every side of the story. Our mobile app, web app, and browser extension are home to a community of mindful readers who use our news comparison platform to engage with news beyond their filter bubble.

Unlike most news companies, 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.

The Opportunity - Customer Experience Specialist (Part-time)

At Ground News, Customer Experience is a core function. We’re looking for a Part-Time Customer Experience Specialist, who thrives in a high-impact, high-accountability environment and takes ownership over the quality of every customer interaction. This role is ideal for someone who is detail-oriented and thrives in a fast-paced environment by doing work that improves our product and the experience of subscribers.

Our approach prioritizes accuracy, judgment, clarity, and follow-through while managing high volume. You’ll work closely with Product, Engineering, and Leadership to ensure our subscribers feel heard, understood, and supported; helping surface user insights that would help improve the product.

This is a role for someone who takes pride in their work, operates with a high level of autonomy, and consistently holds themselves to a high standard.

You’ll be part of a high-performing team with ownership and visibility across the company. The role is remote and will have the following schedule: Wednesday, Thursday, Saturday, and Sunday - 9:00am to 4:00pm (EST).

What You’ll Do:

Content Moderation (~70% of the scope)

• Correctly tag and categorize stories to ensure proper classification and data integrity across the platform.
• Work through queues of data validation.
• Investigate and verify user-reported issues, including missing sources and broken or incorrect links.
• Conduct minor data verification research to confirm source accuracy, metadata correctness, and content reliability.

Deliver thoughtful, high-quality customer support

• Communicate directly with Ground News readers 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 diligently following established workflows, and 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 and investigate patterns, bugs, and recurring pain points.
• Document and communicate actionable insights to team leads.
• Escalate technical issues clearly and efficiently, helping drive faster resolution.

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.