Litigation Support Specialist 2

Litigation Support Specialist 2 (California preferred, PST required)

Full-Time, Remote / Salary, Exempt / Includes Benefits, PTO, Flexible Schedule, Equity

Steno is growing! We’re looking for a Litigation Support Specialist 2 to join our winning team, which is revolutionizing the court reporting industry every single day. We’re a diverse team from all over the country (and beyond) and we’re crazy about redefining the boundaries of an outdated industry.

Our Litigation Support Specialists are the driving force behind our Litigation Support team, ensuring client orders are fulfilled per service agreements and supporting the rollout of new Steno product offerings across court filings, service of process, and document retrieval. As a Litigation Support Specialist 2, you’ll review incoming customer requests for accuracy, answer customer questions, input orders into our database, dispatch assignments to the appropriate vendors, and communicate status updates throughout the lifecycle of client orders.

Who are you?

We’re looking for a highly organized individual who thrives in a busy, fast-paced environment--we know you’ve heard this before, but we’re not kidding. We’re growing--fast--so we’re looking for folks who are excited to match pace and help us expand our litigation support services offerings. If you are ready to hit the ground running  and want to have a direct impact on the services we provide to our clients, then this role is for you! 

If a fast-paced environment that is equal parts challenging and rewarding doesn’t motivate you, then the operations team is probably not the right fit. But if you thrive in a forward-thinking environment where you can use your knowledge of the legal industry to help change the support services landscape (and don’t mind facing new challenges), then you may just find the home you are looking for here. Similarly, if you’re looking for a company that offers support, guidance, an abundance of killer giphys, and unlimited potential to grow into your best self, you can bet we’d love to have you too. 

On a regular basis you will

• Help develop and improve internal systems for tracking orders, enabling more efficient and effective workflows for our clients.

• Work toward pre-established productivity goals, generating and sharing daily/weekly reports for management on individual metrics. You should feel comfortable in an environment where you’re managed with KPIs relevant to your role and team.

• Manage service of process (SOP) caseload, including checking status of open jobs, coordinating with vendors, and providing clients with updates on jobs completed.

• Handle tier 2 customer escalations quickly, escalating to appropriate relationship owners when necessary.

• Collaborate cross-functionally with customer success, sales, and billing teams to ensure client expectations are being met.

• Update and maintain multiple databases of client information, including new assignments, updating documentation, customer communications and preferences, and closing orders.

• Create and review status reports with team members to cultivate and sustain the highest industry standards and share progress toward goals transparently. 

• Identify, recommend, and implement workflow and product improvements that enhance team efficiency and enable scaling.

• Establish and monitor department KPIs and measure team progress.

• Collaborate with teammates to set goals and hold each other accountable through a combination of goal tracking, data analysis and regular team meetings to review goals and progress.

• Proactively research ways to improve workflows in line with industry-specific best practices and regulations.

• Assist as needed with day-to-day operations including entering and reconciling of client data, monitoring jobs on multiple databases to ensure status and fulfillment, reviewing customer-submitted court documents for accuracy in preparation for filing, service of process, or delivery, and closing/invoicing client requests. 

You’re gonna crush it if

• You have 5+ ye