Remote Customer Support Lead - KPI Coach & Escalations

Steno Agency, Inc.; United States; Remote; USD 87,500 - 115,000; Full time

Benefits offered by this job

Health plan for employees and depend*

Wellness benefits

Flexible Paid Time Off

Equity options

401k through Guideline

Home office stipend

Job summary

Steno Agency, Inc. is seeking a Customer Support Supervisor to lead a remote team responsible for high-quality phone and email support. You will drive coaching, QA, and performance metrics while partnering with the Customer Support Manager to align with business goals.

You will own escalation resolution, monitor KPIs, and coach agents to continuously improve service levels, speed, and clarity for clients and providers.

Qualifications

• 3+ years in customer support at a legal services, SaaS, or marketplace company.
• 1–2 years in a leadership role.
• Proficiency with ticketing and telephony systems (Zendesk, Front, Intercom, RingCentral, Dialpad, Talkdesk or similar).

Responsibilities

• Lead and support a remote team of 8 customer support agents focused on phone and email.
• Manage the team's schedule to ensure coverage needs are met.
• Oversee quality assurance, review calls/tickets, and provide coaching and feedback.
• Resolve customer escalations promptly and professionally.
• Analyze support metrics and implement strategies to improve quality.
• Collaborate with other customer-facing teams on best practices and workflows.
• Refine workflows and escalation paths to balance efficiency with hospitality.

Skills

Leadership

Coaching

Data-driven

Customer support

Tools

Zendesk

Front

Intercom

RingCentral

Dialpad

Talkdesk

Job description

Steno Agency, Inc. is seeking a Customer Support Supervisor to lead a remote team responsible for high-quality phone and email support. You will drive coaching, QA, and performance metrics while partnering with the Customer Support Manager to align with business goals.

You will own escalation resolution, monitor KPIs, and coach agents to continuously improve service levels, speed, and clarity for clients and providers.