Client Experience Support Associate

Scale to Win

17h•$70,000 - $70,000•Remote

About The Position

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.

Requirements

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 position may evolve, and your responsibilities will shift over time.
Comfort working in fast-paced, start-up environments and the ability to navigate complex and nuanced situations.
Highly detail-oriented.
Strong presentation and written communication skills
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 [we need PST presence] Tuesday - Saturday 11 AM ET - 7 PM ET [we need PST presence]
During elections and peak, weekends and evenings will be required

Responsibilities

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 (10DLC, toll-free, and short code), client communication, triaging, or project work.
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.

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.