The Operations Analyst will possess strong operational skills to support our Customer Success team of Account Managers and Scheduling Assistants, in addition to analyzing data to measure operational performance, efficiency and weekly KPIs. We’re looking for a unicorn - join us!

WHO ARE YOU? You’re quick to learn new systems and thrive in a fast-paced environment. You love data, organization, the interplay between systems, and efficient processes. 

You’ll make a direct impact on our internal team and clients by standardizing internal processes and implementing department level structure, developing resources, and helping to plan for our scale and expansion while thriving in our fast-paced, startup environment.

ON A REGULAR BASIS, YOU’LL BE:

• Helping Account Managers to maintain traffic flow of incoming support tickets and ensure tickets are handled according to Steno’s SLAs 

• Supporting in all things ZenDesk; developing routing rules, closing old tickets, reviewing ticket types, etc.

• Performing data analysis; creating reports for Account Managers, Scheduling Assistants and others as needed

• Working with Operations and functional leaders to develop and maintain KPIs for the Customer Success team

• Ensure integrity of information amongst various disconnected systems

• Partnering with the Sales team to deliver a seamless transition from the close of sale through onboarding

• Serving as a knowledge resource that can “see around corners” and ensure that the activities and processes implemented on your team are translated downstream for the transcript, videography, and billing teams so that the entire customer experience is cohesive

OUR TEAM. The Operations Team consists of several divisions focused on our overall client experience; two of those teams include Scheduling and Account Management. The Scheduling team must deliver a reliable, timely, and hospitable experience for our client’s day-by-day, deposition-by-deposition. The Account Management Team is responsible for deepening relationships with our clients to drive business goals on satisfaction, revenue growth & retention.

The Customer Success team’s ultimate goal is to assert Steno as a top court reporting and litigation support services agency for our law firm clients.

We serve as the front line of the business to ensure clients and providers are well taken care of. And, every now and then, we have gametime in our Slack channel! 

YOU’RE GONNA CRUSH IT IF:

• You’ve got 2+ years of operations experience (Prior court reporting agency experience is a HUGE plus!)

• You’re an analytical thinker, able to pull reports, review and manipulate data, and use tools to answer business questions

• You love tools and systems and are self-directed enough to investigate, learn and become an expert on your own

• You have the ability to work though highly detailed processes at an efficient pace, stay organized, and most importantly - you’re flexible and can deal with ambiguity from time to time 

• Zendesk or other CRM experience is a huge plus!

• You’ve got excellent verbal and written communications skills

• You’ve got strong integrity and can be trusted to maintain confidentiality and handle sensitive information

• You have the desire to work with a fast-paced and quickly growing tech start-up and you are enthusiastic about the opportunity for growth within the company a

WHY STENO, WHY NOW? Steno is revolutionizing the court reporting industry every single day, and our operations team is a critical piece to the puzzle.

Our employees are essential to our success, and we treat them that way. We offer health benefits, stock options, a 401k, and several other unique perks to show our team how valued they are.

If you’re looking for a company that will support you in your career and provides you opportunities to grow, then come work for Steno. Are you ready to join the winning team?

ABOUT STENO

Steno was founded in Los Angeles in 2018. We are a quickly growing legal technology startup with a straightforward core purpose: to improve the litigation process. Our team is highly reliable, constantly innovative, and operates with a hospitality mindset in every single way. Seriously. While this is a fast-paced environment, the opportunity for growth is abundant. 

Steno has grown from just nine employees in Los Angeles to more than 120 across the nation and works fully remote in the last year. Our team is incredibly diverse and has a unique blend of law, technology, operations, and finance backgrounds. Though not many of us have met in person, we are a cohesive team that has produced outstanding results in just a short time. 

Steno developed a new style of deferred litigation financing called DelayPay and Steno Connect, a web-based videoconferencing platform specifically designed for remote depositions and bench trials. And, to top it off, we are growing as a major court reporting agency in several major US markets.  

Steno just closed a Series A1 round of funding led by Trust Ventures. With seed investments from First Round Capital, Human Ventures, and others, we’ve raised $23 million in total. This capital not only helps us invest in our business and product but also our people. We know that without our people, we’d have nothing. So, we offer fantastic health and time off benefits, complete home office outfitting, and additional perks that make our culture unique. 

Steno is an equal opportunity employer and does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental ability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business needs.