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Client Experience Support Manager

ManagerManagerFull TimeRemoteTeam 11-50H1B SponsorCompany Site LinkedIn

Location

United States

Posted

16 days ago

Salary

$80K / year

3 yrs expEnglish

Job Description

• 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.

Job 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.