Client Experience Support Associate

The Client Experience Support Associate plays a pivotal role in Scale to Win's Customer Success Team by ensuring our clients receive fast, high-quality, and technically sound support during mission-critical moments. This position requires deep product knowledge, strong communication, and the ability to navigate complex client needs with urgency and precision. Far beyond a standard support role, this position directly contributes to the operational excellence of our client experience. It is instrumental in shaping scalable systems, training materials, and client enablement resources across our growing user base. Responsibilities include utilizing and managing email ticketing software to answer questions from Scale to Win clients. You will iterate and build upon our client response channels to ensure that Scale to Win responds to all customer success inquiries as quickly as possible, ideally within 15 minutes. You will also develop emails and canned responses to promote high-quality standards in all client communication. You will 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 and telephony industry. Improve upon current training materials, plus work to identify any training gaps and design new materials to fill those gaps. Support client success managers in their day-to-day activities, such as phone registrations, client communication/ triaging, or project work.