Client Experience Support Associate

Client Experience Support Associate

About Scale to Win

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, MoveOn, and For Our Future.

About the Role

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.

Core Responsibilities

Technical Support (75%)

• 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.

Internal and External Knowledge Optimization (15%)

• 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.

Client Experience Enablement (10%)

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

Other Duties as Needed

Other Duties as Needed: 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.

Travel Expectations

This role may require occasional travel to support client meetings, campaign events, trainings, or company gatherings. Travel expectations will vary based on client needs and campaign cycles, particularly during peak election seasons.

Skills and Qualifications

Must-Haves

• Strong commitment to progressive values and a genuine desire to support Democratic and progressive campaigns and organizations in winning
• At least one of the following: experience working in or with political campaigns, nonprofit organizations, telephony platforms, or in a customer or technical support role
• Demonstrated technical aptitude and comfort navigating SaaS tools, with the ability to quickly become a product expert
• Strong written and verbal communication skills, with the ability to respond to clients with empathy, accuracy, and sound reasoning under pressure
• High bias toward ownership and follow-through — you see issues through to resolution and don't wait to be asked
• Comfort working independently in a fully remote environment while staying closely coordinated with a small team
• Openness to feedback and a track record of implementing it quickly and without defensiveness
• Ability to manage competing priorities and client inquiries across multiple channels simultaneously

Nice-to-Haves

• Experience as a field or distributed organizer with a political campaign or nonprofit organization
• Familiarity with Scale to Win tools or similar platforms in the space (e.g., GetThru, CallFire, Switchboard, Politics Rewired, Strive)
• Experience working in a telephony SaaS environment serving campaigns or nonprofits
• Training, onboarding, or client enablement experience
• Proven track record of contributing meaningfully to a small, fast-moving team

Salary and Benefits

• $70,000 yearly salary (base). As part of our commitment to equity, salaries are non-negotiable.
• This role may be eligible for a discretionary bonus as determined by the company in its sole discretion.
• 401k matching up to 6% after a provisional period.
• 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. This is 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 support continued professional growth and development, Scale to Win offers each employee an annual $2,000.00 stipend towards achieving your professional development goals.

Travel Expectations

This role may require occasional travel to support client meetings, campaign events, trainings, or company gatherings. Travel expectations will vary based on client needs and campaign cycles, particularly during peak election seasons.

How to Apply

To apply for this position, please visit https://scaletowin.com/careers and fill out the application. Be sure to 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.

Applicants must be currently authorized to work in the United States on a full-time basis. At this time, we’re unable to sponsor or take over sponsorship of employment visas.

Interview Accommodations

Scale to Win is committed to providing all candidates a respectful and inclusive interview process. If you require any accommodations to fully participate in the interview process—such as alternative formats, extended time, assistive technology, or other support—please let us know. You can request accommodations by emailing jobs@scaletowin.com.

Scale to Win is an equal opportunity employer. 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.