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(Remote Work) Customer Support Representative – Ghost

Ghost

Company Website: https://ghost.org/
Remote Locations: Europe , United States
Job Type: Full Time

Job Overview:

Ghost is a full stack web application that’s used by millions of creators, startups and businesses to run their independent publications. It’s one of the most popular modern open source projects in the world. We’re a non-profit, there are no shareholders and no VCs in the background influencing our decisions. Our annual revenue is $3,500,000 and it’s generated by the customers who pay us. We have an unlimited runway to keep building the things we want to build and we’ve been profitable since year 1. We’re transparent in both our mission and our metrics. You can read more here.

Our mission

We believe it should be fast, easy and accessible for anyone to start their own media business. Ghost is a non-profit organisation on a mission to create modern, open source, independent publishing technology to power the future of sustainable online media.

What it’s like to work at Ghost

We’re a small, talented team from a wide a variety of backgrounds and experiences. We value differences in our perspectives, and care about working in a way that feels balanced. We care a lot about what we do, but we don’t preach or take ourselves too seriously. You can still be ambitious without needing everything to “change the world”. Ghost as been a fully distributed remote team since 2012, with team members located all over the world. We do remote work properly, providing freedom and flexibility enables people to do their best work. We believe deeply in building something lasting, sustainable and positive, and we enjoy having interesting and challenging problems to work on.

About the role

Ghost is looking for two Customer Support Representatives to provide world-class support to our customers. You’ll spend most of your day providing fast and painless customer support via email – this is your core responsibility. You’ll also help out with live chat, create a lot of documentation, and hop on impromptu calls with customers when needed. You’ll become an expert in all areas of Ghost. We won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of our customers is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked. Our ideal hire is motivated by what we’re doing as a company, believes in the value of quality technical support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable for the business.

Details

  • This is a full-time, remote position.
  • This job is Monday-Friday, 9am-5pm in your timezone. For this role, we’re looking for people based in Europe (UTC +0 to UTC +2) and in the US (EST).
  • We’re seeking fluent English speakers/writers.
Job Responsibilities:
  • Help existing customers with a broad range of questions about our product—from updating invoices to installing themes, right down to troubleshooting DNS issues.
  • Chat with potential customers to help them figure out if Ghost will be a good fit.
  • Teach customers how to build, launch, and sustain a Ghost-powered membership site.
  • Collaborate directly with Engineering to solve a tough technical problem for a customer.
  • Provide relevant and timely product feedback to other teams within Ghost.
  • Work with Product and Marketing to review, test, and help ship new features.
  • Help develop and refine support process to make sure we’re always improving.
Job Requirements:
  • You have at least 3 years of experience working in customer support for a SaaS product, and you are comfortable working remotely.
  • You’re an aspiring generalist, but you’re more technical than the typical customer support professional. You are well-versed in HTML/CSS, DNS settings, and you’ve got a good understanding of content management systems. Maybe you can code, maybe you’re excellent at QA, or maybe you’re good at solving tricky problems. You have a wide skillset that would allow you to get up-to-speed quickly.
  • You’re an incredible communicator and a great writer. You can take complex subjects and break them down using clear and simple writing. As a remote team, your communication skills are critical to your success.
  • You are organized and self-sufficient. You thrive in an environment where you can do great work independently. You’re someone who enjoys working autonomously and you don’t need much oversight to get things done.
  • You care deeply about doing good work. You take initiative and ownership to see things through to completion—if it needs doing, you do it.
  • When you don’t know something, you try to figure it out. You ask good questions, and you embrace the chance to grow and get better. You are a resourceful problem-solver, with a strong desire to learn.
  • This job is not a stepping stone to another role at Ghost. You’re passionate about support and the important role it plays in a company, and you’re excited to continue to sharpen your skills in a customer-facing position.
How To Apply:

Send an email to careers@ghost.org. Introduce yourself and answer the following questions:

  • Where are you based and what timezone are you in?
  • What do you hope to find here at Ghost that you haven’t found at your current or previous jobs?
  • Why do you want to work in customer support?
  • What’s your favorite and least favorite aspect of working directly with customers?
  • Tell us something honest and unfiltered about yourself. For instance, what are some of your quirks? What is one of your most disagreeable personality traits?
  • Share a couple passages from an essay or book you’ve read recently, then expand on why you picked those passages. Give us some helpful context, offer your own interpretation, illuminate the subject. Keep your reply precise, engaging, and coherent—say what matters to you. We’re looking for no more than 350 words.

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