Steno is seeking a Customer Support Supervisor to lead a remote team of eight customer support agents delivering service primarily by phone and email from the United States. The role will manage scheduling, oversee quality assurance, and provide coaching and development through regular one-on-one sessions. You will resolve customer escalations professionally and analyze support metrics to implement strategies that continually improve performance. You will also serve as a resource to other customer-facing teams on best practices for service, including communication, resolution time, and systems. In partnership with the Customer Support Manager, you will refine workflows and optimize external communications, escalation paths, and call/ticket routing to balance efficiency and hospitality at scale.
Steno is seeking a Customer Support Supervisor to lead a remote team of eight customer support agents delivering service primarily by phone and email from the United States. The role will manage scheduling, oversee quality assurance, and provide coaching and development through regular one-on-one sessions. You will resolve customer escalations professionally and analyze support metrics to implement strategies that continually improve performance. You will also serve as a resource to other customer-facing teams on best practices for service, including communication, resolution time, and systems. In partnership with the Customer Support Manager, you will refine workflows and optimize external communications, escalation paths, and call/ticket routing to balance efficiency and hospitality at scale.
Candidate profile: - 3+ years of experience in customer support at a legal services, SaaS, or marketplace company, including 1–2 years in a leadership role. - A data-driven mindset with a proven track record of improving support KPIs. - Proficiency with ticketing and telephony systems (e.g., Zendesk, Front, Intercom, RingCentral, Dialpad, Talkdesk, or similar). - Strong problem-solving skills and the ability to manage competing priorities. - Excellent verbal and written communication skills. - Willingness/ability to work core business hours 9:00 a.m.–5:00 p.m. PT (preferred).
Compensation and benefits: - Salary: $80,000–$100,000 - Health, vision, and dental benefits for employees and dependents - Wellness and mental health benefits - Flexible paid time off - Equity options - 401(k)
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Candidate profile: - 3+ years of experience in customer support at a legal services, SaaS, or marketplace company, including 1–2 years in a leadership role. - A data-driven mindset with a proven track record of improving support KPIs. - Proficiency with ticketing and telephony systems (e.g., Zendesk, Front, Intercom, RingCentral, Dialpad, Talkdesk, or similar). - Strong problem-solving skills and the ability to manage competing priorities. - Excellent verbal and written communication skills. - Willingness/ability to work core business hours 9:00 a.m.–5:00 p.m. PT (preferred).
Compensation and benefits: - Salary: $80,000–$100,000 - Health, vision, and dental benefits for employees and dependents - Wellness and mental health benefits - Flexible paid time off - Equity options - 401(k)
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Based on: Customer Support Supervisor
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