Customer Support Supervisor

Who you are

• You’ve mastered support KPIs and have a proven track record of coaching and training support personnel to meet performance expectations
• You obsess over the customer experience and continually iterate on support processes to ensure an exceptional quality of service
• If you love developing people, digging into data, and making things work better and smarter, you’ll thrive here
• You have 3+ years of experience in customer support at a legal services, SaaS or marketplace company, including 1–2 years in a leadership role
• 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 are a self-starter with exceptional verbal and written communication
• Strong preference: willingness/ability to work core business hours 9am-5pm PT

What the job involves

• We’re looking for a Customer Support Supervisor to join our team!
• The Customer Support Team delivers fast, reliable support to Steno's network of Clients and Providers. We handle approximately 630 inbound calls and 800 email tickets each week - and serve as the central triage point for 1,400+ tickets routed to teams across the organization each week
• In this role you’ll own the success of our support team, resolving escalations, overseeing a robust quality assurance program, conducting regular coaching sessions, and keeping a sharp eye on support metrics
• You'll ensure every interaction reflects our values of speed, clarity, and care - while partnering with the Customer Support Manager to keep support moving in step with the business
• 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