Head of Support

Support is changing. We're looking for someone to lead that change - not by keeping up with growth, but by outpacing it. Full-time · Remote · UTC-5 - UTC+3 Only

Hey there! We're looking for a new member to join the Ghost team, maybe that's you?

We're a non-profit organization on a mission to create modern, independent publishing technology to power the future of online journalism. This is not a rocket-ship. You won't find any unicorn glitter or exponential curves around here, just a real company with a sustainable business which has been profitable from year 1 and has been growing healthily ever since. Currently our annual revenue is $10,000,000+. We're very transparent about our mission and our metrics, you can read all about us. Ghost is a full stack web application for running independent publications. It’s one of the most popular modern open source projects in the world, and is used in production by tens of thousands of websites and companies. Chances are you've already visited and read sites which run on Ghost! Our users range from renowned publications like 404 Media, Platformer, Tangle News, to prominent tech companies like YCombinator, First Round Review, Cloudflare and Kickstarter, and many, many more.

Building the future of support at Ghost

This role is open to candidates in time zones between UTC−5 and UTC+3 only. Like many companies, we started with a traditional support team focused on helping customers through the queue. That remains an important part of what we do, and delivering thoughtful, human support will always matter to us. But we also believe the best support teams don't just answer tickets — they make sure fewer tickets need answering in the first place. Ghost has always believed in staying intentionally small. We don't expect the company to grow beyond ~50 people, even as our customer base continues to grow. That means we won’t double the size of the support team every time Ghost(Pro) doubles in size. Instead, we need to build a support organisation that becomes more effective every year through better documentation, smarter tooling, thoughtful AI, automation and stronger operational thinking — supporting more customers without losing the human experience that sets us apart. As Head of Support, you'll lead that evolution. You'll be responsible for a team that includes people delivering exceptional customer support every day, alongside people whose role is to improve how support works behind the scenes. Support doesn't exist in isolation at Ghost. You'll work closely with Engineering, Product and Design, and surface customer insights to shape the product. Success in this role isn't measured by ticket numbers alone. It's measured by the team you build, the improvements you make, and the impact support has across Ghost. Six months in, we'd hope to see a team with real time for improvement work alongside the queue, customers receiving exceptional support — with the metrics to prove it — and support more proactive and more valuable than when you arrived.

What you’ll be doing

• 👥 Lead a high-performing team. Create an environment where people can do their best work. Coach and develop a multidisciplinary team through regular feedback, thoughtful one-to-ones and clear expectations, helping each person grow in confidence, ownership and impact. You'll be just as comfortable leading engineers as support specialists, helping them deliver meaningful technical improvements without needing to write the code yourself. You bring energy, curiosity and ownership to your work.
• 🚀 Set the direction for Support. Shape where the team is going, balancing today's customer needs with tomorrow's improvements. Make thoughtful decisions, prioritise the work that matters most, and help the team understand not just what they're doing, but why.
• 🤝 Bring Support closer to the rest of Ghost. Work closely with Engineering, Product and Design to make sure customer insight influences the product, and that support is involved in conversations where it can have the biggest impact.
• ⚙️ Continuously improve how Support works. Build a team that thinks proactively, not reactively. Encourage people to look beyond today's queue and invest in better processes, documentation, tooling, automation and AI so the team can support a growing customer base without simply growing headcount.
• 💬 Stay close to customers. This is a hands-on role — you'll spend part of your week in the queue, handling complex cases and spotting recurring themes first-hand. But the queue is how you stay sharp, not the job: over time your work should make your own queue time less necessary.

What we’re looking for

We're looking for someone who's excited by improving systems and helping people do their best work. You'll have experience leading support teams in a modern SaaS company but more importantly you'll enjoy creating an environment where people can grow take ownership continuously improve together. You'll probably recognise yourself in most of these:

• An experienced support leader. You've led high-performing support teams in a remote globally distributed environment balancing day-to-day needs customers longer-term work improving how support operates.You build trust across time zones know when dive into detail when step back empower your team own solution.
• You’re a coach. You care deeply about people genuinely enjoy helping them grow.You build trust understand what drives different people know how bring out best each individual.You set high bar give direct feedback early address underperformance rather than working around it.
• A builder. You see clearly how AI can help small organisations like ours excited enthusiastic about evolving how Support stays human while taking full advantage AI.You have experience building shipping solutions AI confidence take projects idea working prototypes without needing engineering’s help.
• Comfortable with change. You bring energy change create momentum around it.Whether introducing new processes helping team through change rethinking how support operates you bring people with you instead making change happen them.
• A strong collaborator communicator. You enjoy working across Engineering Product Design building trusted relationships making sure customer insight shapes product just much product shapes support.Ghost runs written communication so you write clearly ask thoughtful questions give honest feedback set high bar customer communication internal documentation knowledge sharing public-facing support resources.You run no-surprises operation close loops communicate status writing without being asked make sure bad news travels leadership faster good news.
• A systems thinker. You naturally look beyond today's queue.You spot patterns solve problems their source continually improve processes documentation tooling.You’ll have experience automation AI will have intuition where apply both.
• High ownership low egoYou naturally take ownership make progress without waiting permission focus moving work forward.You're confident enough be challenged humble enough change mind create ownership others rather than becoming bottleneck.

Bonus points for

• An interest digital publishing journalism.Our customers writers newsrooms creators who depend Ghost make living.Caring what they do matters.
• Previous experience working closely Engineering Product teams.
• Understanding email deliverability (eg SPF DKIM DMARC)

What it's like work here

You'll lead Support team helping them do their best work while shaping future support Ghost. We work remotely from all over world.Most communication happens Slack Linear Front occasional Google Meet. Biggest perk working Ghost small talented team very large audience.That means opportunity make real impact — not just Support team but product company experience hundreds thousands people use Ghost.Believe deeply what do all this build something lasting sustainable positive.

Salary & benefits

Salary range position: $150000 - $220000 USD Most offers fall middle range exact offer depends combination experience interview process.On top offer range benefits...

All jobs at Ghost come with

💵 Competitive salary Based role skill experience location. 🌍 Work from anywhere Everything online.As long wifi you're all set. 💻 Hardware Brand new MacBook Pro + budget office setup latest AI tools. 🏢 Co-working If prefer co-working space we'll help pay for it. 📚 Continue your personal development Budget attending conferences taking courses purchasing books. ✈️ Worldwide team trips Last few trips UK Spain Italy. 📅 4-day work weeks We close office Fridays.Enjoy! 🏝 Generous paid vacation Want everyone proper time off.Even shut down two weeks Christmas. 👶 Paid parental leave When time comes welcome new family member offer generous fully paid parental leave. 📈 Pay reviews Everyone receives annual pay review against market rates compensation grow alongside experience impact. 🐶 Dog friendly office Just kidding literally no office.Feel free work dog.Cats cool too.

Who you'll be working with

Sarah Support  🇺🇸             Bob 🇵🇹       Matthew 🇺🇸 ## How apply 🚀 Our hiring process timeline vary role role typically expect: 1) Review application against needs team 2) Video call member operations team informal nothing prepare 3) Second video call usually hiring manager technical focus opportunity find out what might be like member Ghost team 4) Paid trial project typically 15 hours work opportunity understand what like work at Ghost 5) Fourth video call review trial project 6) Final interview 7) Offer 🎉 Receive lot applications each position.Real human member Ghost team review every one so take your time care details especially encourage applications women people underrepresented groups.Apply now# Not right position for you? If role isn't right but interested hearing other roles open future subscribe careers mailing list! Never use list promotional emails marketing anything else.We're non-profit organisation mission create modern open source publishing technology power future independent journalism.Our website