Client 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 more than 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, Move On, 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 Experience Organization by ensuring our clients receive fast, high-quality, and technically sound support. This position requires deep product knowledge, strong communication skills, and the ability to navigate complex client needs with urgency and precision. Far beyond a standard support role, this position is instrumental in shaping scalable systems, training materials, and client enablement resources across our growing user base.

• Quickly become a product expert in all Scale to Win tools and answer in-depth tech-related (e.g., troubleshooting client challenges, feature explanation, and onboarding) questions about our products and the telephony industry.
• Iterate and build on our client response Slack channels to ensure Scale to Win responds to all customer support inquiries as quickly as possible, ideally within 30 minutes for high-stakes clients, regardless of channel (e.g., Slack, Hubspot, etc.).
• Utilize and manage email ticketing software to answer questions with empathy, patience, sound reasoning, and accuracy from Scale to Win clients.
• Lead engaging training for a subset of our new clients while supporting existing clients as needed over Zoom.

• Utilize and improve our usage of an AI Support co-pilot by using detailed prompts and proactively engaging with gaps in its knowledge.
• Improve current training materials, identify training gaps, and support the design of new materials as needed.

• Support Client Success Managers in their day-to-day activities, including phone number registrations (10
  
  DLC, toll-free, and short code), client communication, triaging, or project work.

This role description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Other duties may be assigned as needed to support the success of the team and organization.

• You are curious and love to get to the root of the problem, identify resolutions, and prevent issues from recurring.
• You welcome feedback and love being coached.
• Customer and team-centric - you care deeply about the folks you are supporting both externally and internally.
• Knowledge and experience with SaaS texting and dialing tools and/or experience in the telephony industry (e.g., phone number registrations). The ideal candidate has 1-2 years 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 (e.g., Hubspot).
• Strong problem-solving and critical-thinking skills. You don’t bring problems, you bring solutions.
• High bias towards action, always ensuring follow-through of necessary tasks.
• Flexibility and adaptability; the…