Customer Support Specialist

Steno Agency, Inc.; United States; Remote; USD 29,000 - 34,000; Full time

Benefits offered by this job

Equity options

Health plans for employees and depend

Remote-first with monthly stipend

Job summary

Steno Agency, Inc. is seeking a remote-first Customer Support specialist in the United States. The role focuses on delivering responsive phone and ticket support with a hospitality mindset, handling inquiries across Zendesk, Slack, and Guru.

You will be the frontline for client interactions, collaborating with Account Management, Billing, and Production to resolve issues quickly. Monday to Friday, 10:30 am–7 pm PT, with a monthly stipend for home office setup.

Qualifications

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

Responsibilities

• Provide phone and ticket-based customer support with empathy and efficiency.
• Collaborate with cross-functional teams to resolve issues quickly.
• Follow established workflows and escalation paths to resolve inquiries.

Skills

Phone support

Written communication

Verbal communication

Tools

Zendesk

Slack

Guru

Job description

Why You Should Choose Steno

• Wins together – Equity options included. When Steno grows, you grow.
• Invests in you – Generous company-sponsored health plans for employees and dependents, including comprehensive vision, dental, and wellness and mental health benefits for employees and families — well above industry benchmarks.
• Constantly innovates with technology at our core – We are a modern organization revolutionizing the court reporting and litigation support industry every single day.
• Competitive hourly rate of $21 – $25 – reflects your impact on Steno's client experience and day-to-day operations
• Remote-first – with flexible PTO, home office setup, and a monthly stipend to cover internet and phone costs
• Emphasizes values - be highly reliable, constantly innovate, and operate with a hospitality mindset

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.

Application Information

• Steno is an equal opportunity employer; we do not discriminate on the basis of characteristics protected by law. Employment decisions are based on qualifications, merit, and business needs.
• Applicants needing special assistance or accommodations for interviews or website access should contact us at [e-mail].
• Information provided to Steno, such as professional credentials and skills, educational and work history, and other information included in an application, is collected and stored in our system. We never disclose or sell your personal information.
• Steno personnel will always have a steno.com email or contact you via Rippling Recruiting. Background checks are only conducted after an offer is extended. If you haven't received an expected communication, check your spam.
• Steno uses AI-assisted tools for this role to identify and prioritize candidates whose experience aligns with the role. All hiring decisions are made by our People team.