[Remote] Customer Support Supervisor

Note: The job is a remote job and is open to candidates in USA. Steno provides support services to its network of clients and providers through a high-volume customer support operation. The Customer Support Supervisor will lead a remote team, manage schedules and quality assurance, resolve escalations, analyze support metrics, and improve workflows and customer communications in partnership with the Customer Support Manager.

Responsibilities

• 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

Skills

• 3+ years of experience in customer support at a legal services, SaaS or marketplace company, including 1–2 years in a leadership role
• Data-driven mindset with a track record of improving support KPIs
• Proficiency with ticketing and telephony systems (i.e, Zendesk, Front, Intercom, Ring Central, Dialpad, Talkdesk, or similar)
• Demonstrated problem-solving skills and the ability to manage competing priorities
• Self-starter with exceptional verbal and written communication
• Willingness/ability to work core business hours 9am-5pm PT

Benefits

• Remote work arrangement
• 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
• Flexible Schedule

Company Overview