Customer Support Supervisor

Job title: Customer Support Supervisor in USA at Steno
Company: Steno
Job description: Full-Time, Remote / Salary, Exempt / Includes Benefits, PTO, Flexible Schedule, EquitySteno is growing! We're looking for a Customer Support Supervisor to join our winning team, which is revolutionizing the court reporting industry every single day. We're a diverse team from all over the country (and beyond) and we're crazy about redefining the boundaries of an outdated industry.In this role, you will own and evolve what great customer support looks like as we scale. You'll lead a remote team, refine systems and workflows, and keep a sharp eye on support metrics. From resolving escalations to implementing new processes, you'll ensure every interaction reflects our values of speed, clarity, and care-while partnering across teams to keep support moving in step with the business.Who are you?You're a builder and a coach. You know that great customer support is both an art and a science-and and you bring systems thinking, empathy, and a collaborative mindset to prove it. You make helpful recommendations, adapt quickly to shifting priorities, and support scalable processes without losing the human element. If you love developing people, digging into data, and making things work better and smarter, you'll thrive here.If you're looking for a company that offers support, guidance, an abundance of killer giphys, and unlimited potential to grow into your best self, you can bet we'd love to have you too.On a regular basis, you will:

• Lead, mentor, and support a remote team of 4-6 customer support agents, who are focused on delivering outstanding service, primarily by phone and email
• Deliver consistent coaching and feedback through regular 1:1s and development sessions
• Manage and resolve customer escalations in a timely, professional manner
• Refine support workflows by optimizing call scripts, escalation paths, and call routing to balance efficiency and hospitality at scale.
• Help scale support systems, such as telephony and ticketing tools, to handle increased volume while maintaining a best-in-class customer experience.
• Analyze and interpret support metrics (e.g., response time, average handle time, agent utilization, etc.) and implement strategies to continually raise the quality of support.
• Serve as a resource to other customer-facing operations teams on best practices for service, including communication, resolution time, and systems.
• In partnership with customer success and operations leadership, evolve our definition of customer support and help consolidate support channels as appropriate.

You're going to crush it if

• You have 3-5+ years of experience in customer support at a legal services, SaaS or marketplace company, including 1-2 years in a leadership role.
• You have experience delivering best-in-class customer service in a fast-paced environment across multiple channels such as phone, chat, SMS, and email.
• You have excellent listening skills and exceptional verbal and written communication.
• You have a data-driven mindset with a track record of improving support KPIs
• You have proficiency with ticketing and telephony systems (i.e, Zendesk, Front, Intercom, Ring Central, Dialpad, Talkdesk, or similar)
• You have demonstrated problem-solving skills and the ability to manage competing priorities.

Compensation & Benefits

• Salary - $80k-$100k
• Health, Vision, & Dental Benefits - generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental
• Wellness/Mental Health - shared benefits to be used among employees and families
• Flexible Paid Time Off - allowing employees to find balance in their lives
• Options of Equity - we know our success is nothing without our team
• Access to a 401k through Guideline
• A home office setup and a monthly stipend to offset internet and phone costs

Our TeamThe Customer Success Team is laser-focused on our overall client experience, consisting of both Scheduling and Account Management groups. Our Schedulers deliver a reliable, timely, and hospitable experience for our clients day-by-day, deposition-by-deposition. Our Account Managers deepen relationships with our clients to drive business goals, promoting satisfaction, revenue, growth, and retention.Our Customer Success team serves as the front line of the business to ensure clients and providers are well taken care of, with the ultimate goal of ensuring Steno continues to be a top court reporting and litigation support services agency for our law firm clients.About Steno

• Founded in 2018 and growing fast!
• Values: be highly reliable, constantly innovate, operate with a hospitality mindset
• Diverse backgrounds welcome! Steno employees have a unique blend of legal, technology, operations, and finance experience.
• We are revolutionizing the litigation and court reporting industry

• Flexible deferred payment options (e.g., DelayPay)
• Cutting-edge technology - unique products and integrations to maximize the output of legal professionals
• White glove, concierge customer service that our clients rave about

Application Information

• Steno is an equal opportunity employer and does not discriminate based on any characteristics that are protected under the law. All employment decisions are based on qualifications, merit, and business needs.
• Applicants needing special assistance or accommodations for interviews or website access should contact us at [email protected].
• Steno personnel will always have either a steno.com email address or will contact you via Rippling Recruiting. Act with caution if asked for personal information. Background checks, for example, are only conducted after an offer is extended.
• Applicants should receive a confirmation email immediately after applying. If you haven't received it, check your email spam folder and approve the sender address to ensure receipt of future communications.
• Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information that may be included on a resume or application, is collected and stored in our system. Still, we never disclose or sell your personal information.

Expected salary: $80000 - 100000 per year
Location: USA
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