Support Manager

Scale to Win

7h•$80,000•Remote

About The Position

The Support Manager is an Individual Contributor role designed for a product expert who thrives on solving the most complex technical challenges while proactively uplifting the rest of the team. In this role, you will balance technical troubleshooting with a specialized focus on either Knowledge Optimization or Training Architecture. You will act as a resource for our L1 Associates, ensuring that as our client base scales, our quality of service remains gold-standard.

Requirements

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.
You have 3+ years of experience in technical support, ideally within the political tech or SaaS telephony space.
You don't just want to close tickets; you enjoy explaining the why to teammates to help them grow.
You look for the root cause. You don’t bring problems; you bring a proposed workflow or product fix.
Deep familiarity with Slack, HubSpot (or similar CRM/Ticketing), Asana, Notion, and the nuances of the 10DLC registration landscape.
You have a strong commitment to progressive values and a desire to help the left win.

Responsibilities

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.
Knowledge Base Ownership: Own the internal Knowledge Base by reviewing and updating existing content to ensure thorough, clear communication that empowers clients to self-serve.
Product Collaboration: Partner closely with the Product team to develop content for new features, ensuring the knowledge base remains current.
Content Creation: Collaborate with teammates to track client feedback and proactively create materials that improve the self-service product experience.
AI Optimization: Audit the AI Support co-pilot to identify gaps; draft "gold-standard" prompts and documentation to improve AI accuracy and internal ease of use.
Client Onboarding Design: Identify recurring knowledge gaps (via AI analytics and client feedback) and design new training modules to streamline the onboarding of self-service clients.
Strategic Overhaul: Analyze client feedback and support trends to independently overhaul training agendas and documentation, ensuring a measurable reduction in common "how-to" inquiries.
Internal Development: Identify recurring internal knowledge gaps and design training modules to streamline the onboarding of new Scale to Win teammates.
Other Duties as Needed: This role description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Other duties may be assigned as needed to support the success of the team and organization.

Benefits

$80,000 yearly salary (base). As part of our commitment to equity, salaries are non-negotiable.
This role may be eligible for a discretionary bonus as determined by the company in its sole discretion.
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.