Client Experience Support Associate

Summary

Join Scale to Win, a fully-remote political tech company, as a Client Experience Support Associate! You will provide high-quality support to clients using our texting and dialing tools. This role goes beyond traditional support, driving operational excellence and improving client training resources. You will utilize email ticketing software, develop client communication materials, train clients, and answer tech-related questions. You'll also support client success managers and improve training materials. The ideal candidate has experience with texting/dialing tools and 1-2 cycles of experience as an organizer. Scale to Win offers a competitive salary, generous paid time off, excellent benefits, and a remote work environment.

Requirements

• 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

Responsibilities

• 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

Benefits

• $70,000 yearly salary (base)
• 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