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Steno is seeking a Customer Support Supervisor to lead and develop a remote team of 8 customer support agents. The support organization handles approximately 630 inbound calls and 800 email tickets weekly, plus 1,400+ tickets routed across the organization. This is a people-management role focused on team leadership, quality assurance, and operational excellence.
Key responsibilities include:
- Lead and manage a remote team of 8 customer support agents, ensuring outstanding service delivery via phone and email
- Manage team scheduling to meet coverage requirements
- Oversee quality assurance programs, including call and ticket reviews, with regular 1:1 coaching and development sessions
- Resolve customer escalations professionally and promptly
- Analyze support metrics (response time, average handle time, agent utilization) and implement strategies to improve service quality
- Partner with the Customer Support Manager to align support operations with business needs
- Serve as a resource to other customer-facing teams on service best practices
You bring a proven track record of coaching and developing support personnel to meet performance expectations. You have deep expertise in support KPIs and are obsessed with customer experience. You excel at iterating on processes to drive efficiency and quality. You thrive on developing people, analyzing data, and making operations smarter.
The role offers full-time employment with salary, benefits, PTO, flexible schedule, and equity.
