Cycle Client Success Manager (Cycle Hire - PST)

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. Product offerings include Scale to Win Spoke, a P2P texting platform; the Scale to Win Dialer, a predictive calling tool; and our new, “all-in-one” shortcode and longcode texting tool, Scale to Win Text. Scale to Win 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, AFL-CIO, UFCW, MoveOn, and For Our Future.

We’re seeking a highly motivated and organized individual with a passion for voter contact tools, a strong bias toward 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 in customer service, customer success, or sales.

This is a full-time, temporary position for the 2024 election cycle, expected to end on December 31st, 2024, with potential for renewal.

About the Role (responsibilities include but are not exclusive of the following):

• Utilize and manage email ticketing software to answer questions from Scale to Win clients.
• Iterate and build upon our client response channels to ensure that Scale to Win responds to all customer inquiries as quickly as possible, ideally within 15 minutes.
• Develop emails and pre-written replies to promote high quality standards in all of our client communications.
• Train new clients and support existing clients as needed over Zoom.
• Become proficient in answering in-depth tech-related questions through an expansive knowledge of our tools.
• Collaborate with peers and leadership to improve internal and external resources and training, and identify issues with our products, such as bugs or feature requests..
• Regularly check in with assigned clients to assess unmet needs and work to meet those needs.

The ideal Candidate:

Someone who resides in PST time or is able to cover PST support hours. Some weekend and extended evening coverage will be required leading up to the election.

• Experience working in SaaS companies or knowledge and experience with texting and dialing tools.
• Understanding of the problems that organizing tools are designed to solve. 1-2 cycles of experience as an organizer and have worked successfully with organizing tools in the field.
• Familiarity with Slack, Google Drive, email ticketing software, and other CRM software.
• Strong collaborative, problem-solving, and critical-thinking skills.
• Highly committed to delivering excellent quality in a timely manner, always ensuring follow-through.
• Has a high sense of flexibility, adaptability, and coachability; The position may evolve, and your responsibilities may shift over time.
• Comfort working in fast-paced environments with the ability to navigate complex and nuanced situations.
• A strong progressive. We work with Democratic and progressive candidates and causes. We are strongly committed to advancing a more just future for all.

Note: Meeting every single one of these qualifications is not a requirement. Candidates are considered based on a holistic view of their skills, experience, and potential contributions to our team.

The Offer:

• $80,000 annualized salary. As part of our commitment to equity, salaries are non-negotiable: everyone in the same role receives the same salary.
• Discretionary election-year bonuses. These are typically paid out monthly and, for this role in 2024, range from $2,100 to $6,000 per month.
• During major election years, we typically also offer discretionary end-of-year bonuses that exceed the top monthly bonus range.
• Eight paid company holidays from May-November 2024, plus a weeklong holiday break at the end of the year.
• A paid time-off policy that includes 1.5 vacation days for every month of employment, plus six paid sick days. Both vacation days and sick days are granted as a lump sum at the start of the term of employment, rather than accrued monthly.
• 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.

Note, this position is a full-time, temporary “cycle hire” for the 2024 election cycle, expected to end on December 31st, 2024, with potential for renewal.

How to Apply:

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