Support Operations Specialist

About the Role Ghost is seeking a Support Operations Specialist to help scale Ghost(Pro) support for tens of thousands of publishers. This senior individual contributor role focuses on improving support processes, tooling, and AI-assisted workflows to reduce future tickets while keeping a human, publisher-first approach. You’ll own the end-to-end support experience and work with a small, dedicated team to deliver sustainable impact.

What You'll Do

• Make Support more efficient. Audit 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're Looking For

• 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.
• 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.
• 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.

Nice to Have

• Prior open-source contributions, especially to a project of comparable scale.
• Experience with email deliverability — newsletters.
• Familiarity with Stripe, membership/subscription billing edge cases.