Head of Support at Ghost

Job DescriptionAbout Ghost Support is changing. We're looking for someone to lead that change - not by keeping up with growth, but by outpacing it. ### 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. 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. ### Building the future of support at Ghost **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. ### What you’ll be doing 👥 **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. 🚀 **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. ### What we’re looking for 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 probably recognise yourself in most of these: - **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