Support Operations Specialist

We’re looking for a Support Operations Specialist to help us serve tens of thousands of publishers on Ghost(Pro). Full-time · Remote · UTC−5 - UTC+3

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](https://ghost.org/about/). 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.

Scaling support, while staying small and human

This role is open to candidates in time zones between UTC−5 and UTC+3. Most “Senior Support Engineer” roles are a polite way of saying “answer harder tickets”. This isn’t that role. This is a role for someone who wants to be the support to support. You’ll think in processes, and have an interest in products. Support will be your product, and our brilliant support team will be your customers. Ghost(Pro) is growing, our customers are getting more sophisticated, and the ticket queue is growing with them. The support team prides itself on its relationships with publishers, and would never want to just let a chat bot take the stage for them, but we’re also an intentionally small team and we want to focus our time where it delivers the most value. We need someone who will walk in, look at how support actually works, and start removing the work through better tooling, smarter automations, sensible use of AI, sharper docs, and the occasional bug fix that stops a category of tickets at the source. The bias we want is towards reducing future tickets, not just clearing today’s. Optimising the team should come before getting bogged down in the queue. Yes, you’ll still answer tickets — that’s how you stay close to the customer and spot the patterns worth fixing — but a successful first six months looks like the team handling more, faster, with the same number of humans, accelerating our publishers’ success, and feeling great about it.

What you’ll be doing

• 🛠 Make Support more efficient. Audit our workflows, tooling, automations, routing,... [truncated for brevity]