Client Experience Support Manager

Role Overview

• Technical Escalation: Serve as the first point of escalation for complex, high-stakes technical issues that require deep telephony and product knowledge beyond the L1 scope.
• Team Mentorship: Proactively shadow and coach L1 Support Associates, helping them navigate difficult client interactions and technical roadblocks to build autonomy during and after onboarding.
• Quality Modeling: Model "gold-standard" support by delivering proactive, high-empathy client interactions (as defined by our ticket evaluation process) to ensure team cohesion across all external channels.
• Queue Strategy: Monitor Slack and HubSpot response health, stepping in to prioritize clients and ensuring tier-based SLA standards are met. Maintain rapid response times and resolutions during high-peak cycles.
• Product Expertise: Maintain master-level knowledge of Scale to Win products, including API integrations, shortlinks, and telephony compliance (e.g., Number Strategy, STIR/SHAKEN, etc.).
• Success Partnership: Serve as a technical escalation partner for Client Success Managers, guiding troubleshooting for their specific books of business as needed.
• Facilitate Client Trainings: Lead engaging training for a subset of our new clients while supporting existing clients as needed over Zoom.
• Operational Excellence: Lead complex project work, such as bulk phone number registrations or specialized compliance audits, for our largest enterprise clients.
• Cross-Functional Feedback: Partner with Client Success Managers to synthesize support trends into actionable feedback for the Product team to reduce recurring friction points.

Requirements

• Required Shift Availability: Must be able to work a flexible schedule based on team and client needs. During elections and peak cycles, weekends and evenings will be required.
• Experienced Support Pro: You have 3+ years of experience in technical support, ideally within the political tech or SaaS telephony space.
• Natural Teacher: You don't just want to close tickets; you enjoy explaining the why to teammates to help them grow.
• Analytical Problem Solver: You look for the root cause. You don’t bring problems; you bring a proposed workflow or product fix.
• Expert Toolkit: Deep familiarity with Slack, HubSpot (or similar CRM/Ticketing), Asana, Notion, and the nuances of the 10DLC registration landscape.
• Mission-Aligned: You have a strong commitment to progressive values and a desire to help the left win.

Benefits

• 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.