Customer Support Supervisor, Steno
$80-100k
+ Equity
Court reporting services
Open for applications
Court reporting services
201-500 employees
Open for applications
$80-100k
+ Equity
201-500 employees
Company mission
To optimize the litigation experience with a revolutionary approach to deposition services created by attorneys, for attorneys.
Role
Who you are
- 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
- 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
What the job involves
- 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 We’re a diverse team from all over the country (and beyond) and we’re crazy about redefining the boundaries of an outdated industry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
- 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
Our take
Steno is a court reporting agency that offers services to legal professionals, government agencies, and businesses. As a trusted partner, Steno allows law practices to streamline their operations and work more efficiently, all while maintaining the highest standards of accuracy and reliability in its reporting services.
Steno's services are tailored to cases that can take over a year to settle. One of the company's standout offerings is the 'DelayPay' product, which enables lawyers to defer payments for critical services such as court reporting, arbitration, videography, and interpreting until their cases are concluded.
Steno has experienced substantial progress over the past few years, with a growth rate that more than tripled in 2021 alone. Steno received $15 million in a 2024 Series B round as it begins to roll out its gen-AI-powered Transcript Genius, a tool for transcript analysis, indicating a culture of continued innovation.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Dec 2024
$20m
GROWTH EQUITY VC
May 2024
$46m
LATE VC
Total funding: $87.5m
Company benefits
- Health, Vision, & Dental Benefits for employees and dependents
- Wellness/Mental Health benefits for employees and families
- Flexible Paid Time Off
- Options of Equity
- Home office setup, and a monthly stipend to cover internet/phone
Company HQ
South Park, Los Angeles, CA
Leadership
Greg Hong
(CEO & Co-Founder)Previously co-founded the restaurant reservation management system, Reserve (acquired by Resy/American Express) where they served as the CEO for 5 years.
Dylan Ruga
(Co-Founder)Currently a Trial Attorney at Stalwart Law Group, which they founded. Previously a Partner at Steptoe & Johnson and a External/Law Clerk at US Courts.
Dan Anderson
(CTO & Co-Founder)Previously co-founded the payment checkout process, Hail (acquired by Reserve) where they served as CEO. Also worked for the Zurich Insurance Company as Risk Consultant, Head of Application Security, and Director.
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