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Salary: USD 20 - 27 / hourly
Steno is a litigation support technology company revolutionizing the court reporting industry. This role is a full-time, remote position based in the Pacific Time zone, responsible for managing post-deposition operations and court reporter relations.
You will own and execute the Late Transcript Follow-up procedure, communicating rough draft and expedite transcript requests directly with court reporters while relaying conflicts to internal teams (Calendar, Customer Success/Sales, Billing, Production). Daily responsibilities include monitoring job status, deadlines, and missing materials; managing the @cr-liaison Slack tag; posting updates and escalations in designated channels; and collaborating with the Calendar Team to manage reporter workload when backlog thresholds are reached.
You will oversee the Court Reporter Liaison Zendesk inbox, maintaining SLAs and ensuring timely communication with escalation as needed. You'll review the Court Reporter Status Management Looker dashboard daily, flag reporters with three or more outstanding transcripts, and notify the Calendar Team for scheduling holds. You'll track late transcript percentages and notify the Reporter Success team once a reporter reaches 25% all-time late transcripts for remediation. Additional duties include building and maintaining performance metrics on reporters, ensuring transcript files meet agency standards and are submitted on time, maintaining accurate communication records, and upholding timelines to avoid jeopardizing expedite and client delivery requirements.
The role requires strong organizational skills to track multiple cases and deadlines simultaneously, excellent written and verbal communication skills, and proficiency with Slack, Zendesk, Monday, Notion, and workflow management tools. You must have a problem-solving mindset and know when to escalate appropriately. Prior experience in legal services, court reporting, transcription, or operations is preferred. Bonus qualifications include direct experience with court reporters or litigation support agencies, familiarity with Looker or similar dashboards, experience managing SLAs in ticketing systems, experience in remote-first cross-functional environments, and background in escalation or vendor-performance management.
You must be located in the Pacific Time zone and available Monday through Friday, 9 am–5:30 pm PT or 11:30 am–8 pm PT.
Requirements:
- Strong organizational skills and ability to track multiple cases and deadlines simultaneously
- Excellent written and verbal communication skills
- Proficiency with Slack, Zendesk, Monday, Notion, and workflow management tools
- Problem-solving mindset with appropriate escalation judgment
- Prior experience in legal services, court reporting, transcription, or operations (preferred)
- Ability to work autonomously in a fast-paced, deadline-driven environment
- Must be located in Pacific Time zone
- Availability Monday–Friday, 9 am–5:30 pm PT or 11:30 am–8 pm PT
- Bonus: Direct court reporter or litigation support agency experience; Looker/dashboard experience; SLA management in Zendesk; remote-first cross-functional team experience; escalation or vendor-performance management background
