Supervise a remote team of eight support agents, manage scheduling and coverage, oversee QA and coaching, resolve escalations, analyze support KPIs to improve performance, and partner with the Customer Support Manager to refine workflows, routing, and external communications.
Customer Support Supervisor
Full-Time, Remote / Salary, Exempt / Includes Benefits, PTO, Flexible Schedule, Equity
We’re looking for a Customer Support Supervisor to join our team!
The Customer Support Team delivers fast, reliable support to Steno's network of Clients and Providers. We handle approximately 630 inbound calls and 800 email tickets each week - and serve as the central triage point for 1,400+ tickets routed to teams across the organization each week.
In this role you’ll own the success of our support team, resolving escalations, overseeing a robust quality assurance program, conducting regular coaching sessions, and keeping a sharp eye on support metrics. You'll ensure every interaction reflects our values of speed, clarity, and care - while partnering with the Customer Support Manager to keep support moving in step with the business.
Who are you?
You’ve mastered support KPIs and have a proven track record of coaching and training support personnel to meet performance expectations. You obsess over the customer experience and continually iterate on support processes to ensure an exceptional quality of service. If you love developing people, digging into data, and making things work better and smarter, you’ll thrive here.
On a regular basis, you will:
- Lead and support a remote team of 8 customer support agents, who are focused on delivering outstanding service, primarily by phone and email.
- Manage the team’s schedule, ensuring coverage needs are met.
- Oversee quality assurance, reviewing calls and tickets and delivering consistent coaching and feedback through regular 1:1s and development sessions.
- Resolve customer escalations in a timely, professional manner.
- 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 the Customer Support Manager, evolve our definition of customer support by refining workflows and optimizing external communications, escalation paths, and call/ ticket routing to balance efficiency and hospitality at scale.
You’re going to crush it if
- You have 3+ years of experience in customer support at a legal services, SaaS or marketplace company, including 1–2 years in a leadership role.
- 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.
- You are a self-starter with exceptional verbal and written communication.
- Strong preference: willingness/ability to work core business hours 9am-5pm PT
Compensation & Benefits
- Salary - $87,500-$115,000
- 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
Application Information
- Steno is an equal opportunity employer; we do not discriminate on the basis of characteristics protected by law. 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].
- 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 included in an application, is collected, analyzed, and stored in our system.
- Steno personnel will always have a steno.com email or contact you via Rippling Recruiting. Background checks are only conducted after an offer is extended. If you haven't received an expected communication, check your spam.
- Steno uses AI-assisted tools for this role to identify and prioritize candidates whose experience aligns with the role. All hiring decisions are made by our People team
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