Head of Support

• An experienced support leader. You've led high-performing support teams in a remote, globally distributed environment, balancing the day-to-day needs of customers with the longer-term work of improving how support operates. You build trust across time zones, know when to dive into the detail, and when to step back and empower your team to own the solution.

• You're a coach. You care deeply about people and genuinely enjoy helping them grow. You build trust, understand what drives different people, and know how to bring out the best in each individual. You set a high bar, give direct feedback early, and address underperformance rather than working around it.

• A builder. You see clearly how AI can help small organisations like ours and are excited and enthusiastic about evolving how Support stays human while taking full advantage of AI. You have experience building and shipping solutions with AI and confidence that you can take projects from idea to working prototypes without needing engineering's help.

• Comfortable with change. You bring energy to change and create momentum around it. Whether it's introducing new processes, helping a team through change, or rethinking how support operates, you bring people with you instead of making change happen to them.

• A strong collaborator and communicator. You enjoy working across Engineering, Product and Design, building trusted relationships and making sure customer insight shapes the product just as much as the product shapes support. Ghost runs on written communication, so you write clearly, ask thoughtful questions, give honest feedback and set a high bar for customer communication, internal documentation, knowledge sharing and public-facing support resources. You run a no-surprises operation. You close loops, communicate status in writing without being asked, and make sure bad news travels to leadership faster than good news.

• A systems thinker. You naturally look beyond today's queue. You spot patterns, solve problems at their source, and continually improve processes, documentation, tooling. You'll have experience with automation and AI and will have an intuition about where to apply both.

• High ownership, low ego. You naturally take ownership, make progress without waiting for permission, and focus on moving work forward. You're confident enough to be challenged, humble enough to change your mind, and create ownership in others rather than becoming the bottleneck.

• 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.

• Previous experience working closely with Engineering or Product teams.

• Understanding of email deliverability (eg SPF, DKIM, DMARC)

Support is changing. We're looking for someone to lead that change - not by keeping up with growth, but by outpacing it.

We're a non-profit organization on a mission to create modern, independent publishing technology to power the future of online journalism.

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.

👥 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.

You'll probably recognise yourself in most of these:

🚀 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.

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

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.

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, and continuously improve together.

You'll lead the Support team, helping them do their best work while shaping the future of support at Ghost.

We work remotely from all over the world. Most of our communication happens in Slack, Linear and Front, with the occasional Google Meet.

The biggest perk of working at Ghost is that we have a small, talented team with a very large audience. That means you have the opportunity to make a real impact - not just on the Support team, but on the product, the company, and the experience of hundreds of thousands of people who use Ghost. We believe deeply in what we do, and we're all in this to build something lasting, sustainable and positive.

Who you'll be working with