Ghost is a non-profit organisation building open source technology for modern publishing. Founded in April 2013 by John O’Nolan & Hannah Wolfe, with a mission to create the best open source tools for independent journalists and writers across the world, and have a real impact on the future of online media. . .

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Job Type: Full-Time

Department:  Operations

Location: Remote

Job Overview

Ghost(Pro) is growing, our customers are getting more sophisticated, and the ticket queue is growing with them. We’re looking for a Support Operations Specialist to help us serve tens of thousands of publishers on Ghost(Pro).

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.

Tasks & Obligations

• Make Support more efficient. Audit our workflows, tooling, automations, routing, knowledge base, and metrics. Find the leaks. Fix them. Build internal tools and integrations where buying isn’t the right answer.
• Use AI where it earns its keep. Deploy automations and AI assistance (for triage, drafting, summarisation, internal search, classification — whatever moves the needle) without shipping any slop that erodes customer trust. You’ll be the person who decides where AI is genuinely better, and where a human reply is still the right call.
•  Squash bugs that are in our way. When a recurring issue keeps generating tickets and the product team is heads-down on a roadmap item, we don’t want to divert their attention. You’ll pick up small-to-medium bug fixes in the Ghost codebase yourself, get them reviewed and shipped, and unblock publishers quickly.
• Answer tickets — selectively and well. You’ve come up through support, or stepped across from product engineering, because you love puzzles. We’ll save you the best ones. Help us understand the difficult cases, fix what you can, triage and assign issues for what you can’t, and coach colleagues to do the same.

What We Are Looking For

We’re looking for a senior individual contributor (5+ years of relevant experience) who can take a project from “this is annoying” to “this is fixed” without needing a manager to break it down for them.

You’ll likely tick most of these boxes:

• Real support engineering experience at a technical SaaS product. You’ve handled a queue, owned tooling, and shipped improvements that have made your colleagues’ days easier and more fun. You’ve most likely worked with B2B products (bonus points for experience with publishing or email software).
• Comfortable in our stack. Ghost is a full-stack JavaScript app. You don’t need to be expert in all of it on day one, but you should be able to read the code, fix small things, and ramp up fast.
• You build things to remove your own work. Scripts, internal tools, automations, integrations between Front, Linear and the rest of our support stack. You don’t wait for someone to build the thing for you.
• Practical AI fluency. You’ve actually deployed LLM-powered workflows in a support or operations context. You have opinions about where they help and where they hurt, and you can tell the difference between a demo and something safe to put in front of customers.
• A genuinely clear writer. We’re a remote team that runs on writing. Tickets, internal docs, incident write-ups, bug reports, Slack messages — it all needs to be clear, honest and short.
• Low ego, high autonomy. You’re comfortable being the only person who owns a thing, and equally comfortable being told your idea isn’t the right one. You don’t need a lot of process to get moving, and you don’t create a lot of process for others.
• An interest in digital publishing and journalism. Our customers are writers, newsrooms and creators who depend on Ghost to make a living. Caring about what they do matters.

Compensation & Benefits

The starting salary range for this position is $90,000 to $130,000 USD. Most offers we make fall somewhere in the middle of the range, and the exact offer depends on a combination of your experience and our interview process.

• Competitive salary Based on role, skill, experience and location.
• Work from anywhere Everything we do is online. As long as you have wifi, you’re all set.
• Hardware A brand new MacBook Pro + a budget for office setup and the latest AI tools.
• Co-working If you prefer to work from a co-working space, we’ll help pay for it.
• Continue your personal development  A budget for attending conferences, taking courses, and purchasing books.
• Worldwide team trips The last few trips have taken us to the UK, Spain & Italy.
• 4-day work weeks We close the office on Fridays. Enjoy!
• Generous paid vacation We want everyone to have proper time off. We even shut down for two weeks over Christmas.
• Paid parental leave When the time comes to welcome a new member of the family, we offer generous and fully paid parental leave.
• Pay reviews Everyone at Ghost receives an annual pay review against market rates, so your compensation can grow alongside your experience and impact. 
• Dog friendly office …just kidding we literally don’t have an office. So, um. Feel free to work with your dog. Cats are cool, too.

How To Apply

Interested applicants should click on APPLY NOW to fill the provided form.