# Customer Support Supervisor

**Company:** [Steno](https://hotfix.jobs/companies/steno)
**Location:** Remote
**Role:** Customer Support
**Salary:** $80k – $100k/yr
**Experience:** 3+ years
**Skills:** Customer Support, Team Leadership, quality assurance, Coaching, support metrics analysis, Zendesk, Intercom, ring central, dialpad, talkdesk, ticketing systems, telephony systems, kpi improvement
**Posted:** 2026-07-28

> Lead 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.

## Job Description

## Responsibilities
- Lead and support a remote team of 8 customer support agents focused on delivering outstanding service primarily by phone and email.
- Manage the team’s schedule to ensure coverage needs are met.
- Oversee quality assurance by reviewing calls and tickets, and deliver consistent coaching and feedback through regular 1:1s and development sessions.
- Resolve customer escalations in a timely and professional manner.
- Analyze and interpret support metrics (e.g., response time, average handle time, agent utilization) and implement strategies to improve support quality.
- Serve as a resource to other customer-facing operations teams on best practices for service, communication, resolution time, and systems.
- In partnership with the Customer Support Manager, refine workflows, optimize external communications, escalation paths, and call/ticket routing to balance efficiency and hospitality at scale.

## Requirements
- 3+ years of experience in customer support at a legal services, SaaS or marketplace company, including 1–2 years in a leadership role.
- Data-driven mindset with a track record of improving support KPIs.
- Proficiency with ticketing and telephony systems (Zendesk, Front, Intercom, Ring Central, Dialpad, Talkdesk, or similar).
- Demonstrated problem-solving skills and ability to manage competing priorities.
- Self-starter with exceptional verbal and written communication skills.
- Willingness/ability to work core business hours 9am-5pm PT (strong preference).

## Compensation & Benefits
- Salary: $80k-$100k
- Health, Vision, & Dental Benefits: generous company-sponsored plans for employees and dependents.
- Wellness/Mental Health benefits.
- Flexible Paid Time Off.
- Equity options.
- 401k access.
- Home office setup and monthly stipend for internet and phone costs.

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**Canonical:** https://hotfix.jobs/jobs/89decba9-3fb3-491c-8fcc-bfe729dc3f5b