Customer Support Supervisor

Steno

3d • $80,000 - $100,000 • Remote

About The Position

This role involves leading and supporting a remote team of 8 customer support agents focused on delivering outstanding service via phone and email. The supervisor will manage team schedules, oversee quality assurance through call and ticket reviews, provide coaching, and resolve customer escalations. A key aspect of the role is analyzing support metrics to improve service quality and collaborating with the Customer Support Manager to refine workflows and optimize support processes.

Requirements

• 3+ years of experience in customer support at a legal services, SaaS or marketplace company.
• 1–2 years of experience 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.

Nice To Haves

• Strong preference: willingness/ability to work core business hours 9am-5pm PT

Responsibilities

• Lead and support a remote team of 8 customer support agents.
• 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.

Benefits

• 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
• Access to a 401k through Guideline
• A home office setup and a monthly stipend to offset internet and phone costs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed