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Client Success Director

Scale to Win

Scale to Win

Customer Service
United States · Remote
Posted on Saturday, April 27, 2024

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. Scale to Win currently offers a custom Spoke P2P texting platform as well as a predictive dialer tool, the Scale to Win Dialer. We’re also very excited to launch our new, next-generation texting platform this year.

We work with more than 1000 Democratic and progressive campaigns and organizations working to make change. Current and past clients include the Democratic National Committee, the Ayanna Pressley campaign, the AOC campaign, Jon Ossoff for Senate, Mark Kelly for Senate, John Fetterman for Senate, and the Working Families Party.

We’re seeking a highly motivated and organized individual with a passion for voter contact tools, a strong bias towards action, and commitment to follow-through. The ideal candidate would be detail-oriented, tech-savvy, knowledgeable of peer-to-peer and dialer platforms, and have experience either in customer service or managing and supporting volunteers.

About the Role:

Essential Duties:

  • Build a support pipeline in tandem with email ticketing software that ensures our clients feel supported at every step of the client’s journey.
  • Act as department director for the client success team, providing training and management for new support staff.
  • Become proficient in answering in-depth tech related questions through an expansive knowledge of our tools, and help your team become proficient.
  • Ensure the support team answers client inquiries within 30 minutes during working hours, while simultaneously ensuring high standards of quality in all of our outbound communications.
  • Improve upon current training materials, plus work to identify any training gaps and design new materials to fill those gaps.
  • Convey any previously undiagnosed bugs to the development team in a timely fashion.
  • Design tracking system that ensures we are periodically checking in with active clients to assess unmet needs and work to meet those needs wherever possible.

About You:

  • Knowledge and experience with texting and dialing tools.
  • Understanding of the problems that organizing tools are designed to solve. The ideal candidate would have 1-3 cycles of experience as an organizer and have worked successfully with organizing tools in the field.
  • Familiarity with Slack, Google Drive, some form of email ticketing software, and CRM software.
  • Strong problem solving and critical thinking skills.
  • High bias towards keeping your commitments, always ensuring follow-through.
  • Flexibility; position may evolve, and your responsibilities may shift over time.
  • Comfort working in fast-paced environments and ability to navigate complex and nuanced situations.
  • Strong commitment to progressive values and desire to help the left win.

The Offer:

  • $130,000 yearly salary. As part of our commitment to equity, salaries are non-negotiable: everyone in the same role receives the same salary.
  • Remote working with flexible working conditions so that you can balance family or other commitments.
  • Ten company holidays, two floating holidays, and a weeklong 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/dental/vision insurance for you and your dependents.
  • Additional benefits: support to attend protests, reimbursement for tools, and access to a company computer.

How to Apply:

To apply for this position, please visit https://scaletowin.com/careers and fill out the application. Be sure to select, “Client Success Director” from the position dropdown.

The position will be open until filled and applications will be reviewed on a rolling basis.

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.