Client Experience Support Associate

Scale to Win is a fully-remote, progressive, political tech company founded in 2020 by organizing leaders from the Biden/Harris, Bernie 2020, Warren 2020, Bernie 2016, and Hillary for America Presidential campaigns. Our product offerings include Scale to Win Text, our “all-in-one” shortcode and longcode texting tool, and the Scale to Win Dialer, a predictive calling tool. Scale to Win also offers turnkey “We Text” services, where our team builds text campaigns, sends messages, collects data, and ensures compliance on behalf of clients.

We work with over 3,000 Democratic and progressive campaigns and organizations, driving change. Current and past clients include the Biden-Harris campaign, the Democratic National Committee, the Working Families Party, the AFL-CIO, UFCW, MoveOn, and For Our Future.

Scale to Win is hiring a Client Experience Support Associate to deliver fast, high-quality, and technically sound support to our clients during high-impact moments. This role goes beyond traditional support by driving operational excellence, improving client training resources, and helping scale our support systems as we grow.

The Client Experience Support Associate plays a pivotal role in Scale to Win's Customer Success Team by ensuring our clients receive fast, high-quality, and technically sound support during mission-critical moments. This position requires deep product knowledge, strong communication, and the ability to navigate complex client needs with urgency and precision. Far beyond a standard support role, this position directly contributes to the operational excellence of our client experience. It is instrumental in shaping scalable systems, training materials, and client enablement resources across our growing user base.

Responsibilities (this is meant as an idea of the day-to-day, and may not include all aspects of the role):

• Utilize and manage email ticketing software to answer questions from Scale to Win clients.
• Iterate and build upon our client response channels to ensure that Scale to Win responds to all customer success inquiries as quickly as possible, ideally within 15 minutes. 
• Develop emails and canned responses to promote high-quality standards in all client communication.
• Train new clients and support existing clients as needed over Zoom.
• Become proficient in answering in-depth tech-related questions through an expansive knowledge of our tools and telephony industry.
• Improve upon current training materials, plus work to identify any training gaps and design new materials to fill those gaps. 
• Support client success managers in their day-to-day activities, such as phone registrations, client communication/ triaging, or project work.

• Knowledge and experience with texting and dialing tools and/or experience in the telephony industry (e.g., phone number registrations). The ideal candidate has 1-2 cycles of experience as an organizer and has worked successfully with organizing tools in the field.
• Familiarity with Slack, Google Drive, email ticketing, and CRM software. 
• Strong problem-solving and critical-thinking skills.
• High bias towards keeping your commitments, always ensuring follow-through. 
• Flexibility and adaptability; the position may evolve, and your responsibilities may shift over time.
• Comfort working in fast-paced, start-up environments and the ability to navigate complex and nuanced situations.
• Highly detail-oriented.
• Strong commitment to progressive values and desire to help the left win.
• Must have the availability to work one of the following schedules:
• Sunday - Thursday 11 AM ET - 7 PM ET
• Tuesday - Saturday 10 AM ET - 6 PM ET

• $70,000 yearly salary (base). As part of our commitment to equity, salaries are non-negotiable: everyone in the same role receives the same salary.
• Ten paid company holidays, two floating holidays, and a week and a half-long holiday break at the end of the year.
• Generous paid vacation (up to 24 days a year with time accrued monthly); paid sick leave; paid short-term medical, caregiver, bereavement, and other personal leave. 
• 16 weeks of paid parental leave and an additional 4 weeks of part-time, fully paid flex time are available to all new parents of any gender, including adoptive parents.
• Fully-paid premium, $0 deductible, top-notch medical insurance, as well as dental and vision insurance, for you and your dependents.
• Remote working with flexible working conditions, a stipend to support your home office setup, and access to a company computer.
• Every employee is invited to donate 25,000 free texts to a non-profit of their choice each year.

To apply for this position, please visit https://scaletowin.com/careers and complete the application. Select “Client Experience Support Associate” from the position dropdown.

The position will be open until filled, and applications will be reviewed on a rolling basis.

In keeping with our beliefs and goals, no applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Scale to Win also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold whether blatant or hidden, barriers to success have no place at Scale to Win.