Customer Support Specialist

Steno's; United States; Remote; USD 42,000 - 66,000; Full time

Job summary

Steno is seeking a responsive customer support specialist to handle inbound calls and tickets with a hospitality mindset. You’ll work remotely, relying on Zendesk, Slack, and Guru to resolve issues quickly and clearly.

The role emphasizes thoughtful communication, calm handling of pressure, and collaboration across teams to ensure client satisfaction. Applicants should have phone-based support experience and be available Mon-Fri, 10:30 am-7 pm PT.

Qualifications

• Experience providing phone-based customer support.
• Strong written and verbal communication skills.
• Ability to stay composed under pressure while resolving inquiries.
• Comfort with remote, async collaboration and use of support tools.

Responsibilities

• Handle inbound calls and support tickets with professionalism and care.
• Collaborate with cross-functional teams to resolve client issues efficiently.
• Follow escalation paths and maintain a strong team knowledge base.

Skills

Phone-based support

Written communication

Verbal communication

Calm under pressure

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.

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.