Is the Customer Support Supervisor position at Steno fully remote?

Yes, this Customer Support Supervisor position at Steno is a remote position. The role is available for candidates in United States.

Is this a full-time or part-time Customer Support Supervisor role?

This is a full-time Customer Support Supervisor position at Steno.

What benefits does Steno offer for this position?

Steno offers the following benefits: Health Insurance, Vision Insurance, Dental Insurance, Wellness Programs, Mental Health Support, Paid Time Off, Equity, 401k Matching.

What is the salary range for the Customer Support Supervisor position?

The salary range for this Customer Support Supervisor role is $80k - $100k.

How do I apply for the Customer Support Supervisor position at Steno?

You can apply for this Customer Support Supervisor position by clicking the "Apply Now" button on this page, which will take you to Steno's application portal.

Customer Support Supervisor at Steno

United States

$80k - $100k

Apply Now

Remote Opportunity

Customer Support Supervisor

Join Steno as a mid professional working remotely from United States. Explore the role, benefits, and apply in one place.

Customer Support Supervisor

Steno

Full Time

$80k - $100k

4 weeks ago

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.

United States

Customer Success

Mid

Team Leadership

Customer Support

Quality Assurance

+5 more

Job Description

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 - $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

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 accommodations@steno.com.
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

Benefits

Health Insurance
Vision Insurance
Dental Insurance
Wellness Programs
Mental Health Support
Paid Time Off
Equity
401k Matching

Skills

Team Leadership

Customer Support

Quality Assurance

Data Analysis

Performance Metrics

Conflict Resolution

Workflow Optimization

Zendesk

Ready to Apply?

Join Steno today

Salary Range

$80k - $100k

Posted 4 weeks ago

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