Customer Support Specialist

Steno; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

Steno is seeking a remote Customer Support professional to handle inbound calls and tickets with professionalism and care. You will use Zendesk, Slack, and Guru to resolve issues and communicate clearly with clients from first contact to resolution.

The role emphasizes an hospitality mindset, problem-solving, and a fast, reliable response across channels. You will work Monday–Friday, 10:30 am–7 pm PT, supporting a growing client base from a fully remote setting.

Qualifications

• Experience providing phone-based customer support.
• Strong written and verbal communication skills.
• Ability to stay composed under pressure and manage multiple queues.

Responsibilities

• Provide phone-based customer support and manage inbound calls.
• Handle support tickets with clear, timely responses.
• Collaborate with Account Management, Scheduling, Billing, Production, and other teams.
• Follow escalation paths to resolve issues efficiently.

Skills

Phone support

Written communication

Verbal communication

Remote work

Tools

Zendesk

Slack

Guru

Job description

Why the Customer Support Team at Steno Is Different

• Front line of the business – The team ensuring every inbound call and support ticket is handled with professionalism, speed, and care, because client experience is everything
• Hospitality mindset, every interaction – We don’t just close tickets; we solve problems, communicate clearly, and make clients feel taken care of from first contact to resolution
• Cross-functional and collaborative – Partners closely with Account Management, Scheduling, Billing, Production, and others to resolve client issues efficiently and without unnecessary back-and-forth
• Built for action-oriented problem-solvers – You’ll manage competing priorities across phone and ticket queues while following established workflows and contributing to a stronger, smarter team knowledge base

You’ll crush this role if you have experience providing phone-based customer support and are comfortable working remotely. You have strong written and verbal communication skills, can stay composed under pressure, and are comfortable working across tools like Zendesk, Slack, and Guru—all while following escalation paths and resolving issues with as little back-and-forth as possible. Previous experience speaking with customers on the phone is required. In this role, you will cover Monday-Friday, 10:30 am-7 pm PT.