StenoUnited StatesLead a remote team of 8 customer support agents handling calls, emails, and escalations for a legal services marketplace. Oversee quality assurance, coaching, metrics analysis, and process improvements while partnering with the manager to optimize support operations.
The Concierge Manager will build and lead a high-performing customer support team, creating a best-in-class experience for customers throughout the tax process. This role involves establishing service standards, workflows, and KPIs, and identifying opportunities for automation and process optimization.
Own end-to-end resolution of highest-visibility VIP, HNWI, influencer, and executive social media cases at Coinbase. Serve as final quality gate for public replies, lead shift monitoring, detect and route real-time risks to Legal/Comms teams, and mentor the social support team on tone, judgment, and brand alignment. Requires 4+ years in social support with high-risk case experience.
Review and audit English and Spanish member interactions (calls, texts, emails) for quality, compliance, and member experience. Identify trends and partner with leadership on coaching and training for the Care Team.
Coordinate field service operations for Skydio's autonomous drone products, managing work orders, scheduling appointments, parts logistics, and RMA processes to minimize downtime and deliver excellent customer support. Requires strong organizational skills, experience with Jira/Salesforce, and familiarity with service logistics.
Serve as first line of defense for customer questions at an AI accounting agent company. Triage/resolve tickets, build knowledge base and runbooks, route product feedback to engineering, and turn support signals into product improvements.