Client Experience Support Associate - Cycle Hire

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.

Scale to Win is hiring a Product Designer to lead end-to-end design for high-impact product initiatives.

About the Role

The Client Experience Support Associate plays a pivotal role in Scale to Win's Customer Success Team by ensuring our progressive partners receive fast, high-quality, and technically sound support during mission-critical campaign moments. This position requires deep product knowledge, exceptional communication, and the operational agility to navigate complex client needs with urgency and precision.

Far beyond a traditional troubleshooting position, this role directly drives the operational excellence of our entire client experience. You will be highly instrumental in shaping scalable support systems, designing comprehensive training materials, and developing client enablement resources to empower our rapidly growing user base.

Core Responsibilities (possible look at the day-to-day, items can be added or removed as needed):

• Utilize and manage HubSpot to resolve tickets from Scale to Win clients.

• Iterate and build upon our client response channels to ensure that Scale to Win responds/acknowledges all customer success inquiries as quickly as possible, ideally within 15 minutes.

• Help to develop emails and canned responses to promote high-quality standards in all client communication.

• Become proficient in answering in-depth tech-related questions through an expansive knowledge of our tools and telephony industry.

• Train new clients and support existing clients as needed over Zoom as part of their onboarding (manage both one-on-one and group sessions)

• 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.

Skills & Qualifications

• Strong commitment to progressive values and desire to help the left win.

• 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.

Compensation, Benefits, and Schedule

• Term: This is a temporary, full-time exempt role that will end on November 3, 2026.

• Compensation: $70,000 annualized base salary. As part of our commitment to equity, salaries are non-negotiable: everyone in the same role receives the same salary.

• Schedule Requirements: This role features a dynamic, multi-phase schedule designed to support operations around Election Day (November 3rd).

  • Start date through October 18th, you will work Sunday through Thursday from 8:00 a.m. to 6:00 p.m. PT.

  • Between October 19th and November 3rd, the schedule shifts to seven days a week, consisting of shorter 4- to 5-hour daily shifts (subject to change based on real-time support needs).

  • As an exempt employee, you are expected to fulfill the professional responsibilities of the role within this campaign-driven schedule without eligibility for overtime pay.

• Benefits & PTO:

  • Ten paid company holidays and two floating holidays.

  • A paid-time off policy that includes 1.5 vacation days (12 vacation hours) per month of employment, plus six total paid sick days. Both vacation days and sick days are granted as a lump sum at the start of your term of employment. The full Company policy is available upon request.

  • Remote working with flexible working conditions and a company-provided computer.

Interview Process + Timeline (subject to change)

• Submit application

• Hiring Manager Interview

• Panel Interview

• Co-CEO Meet & Greet

• Reference Checks

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 peopleops@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.