Production Lead

Production Lead, Production (Remote)

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

Steno is growing! We’re looking for a Production Lead  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 We’re a diverse team from all over the country (and beyond) and we’re crazy about redefining the boundaries of an outdated industry.

In this role, you’ll implement short and long-range objectives in partnership with your management team, oversee daily communications via Zendesk and Slack, and provide general support for the Production coordinator team.

Who are you?

We’re looking for a candidate who is passionate about developing their leadership skills while still maintaining a high level of functional/technical agility working hands-on in their department. You are proficient in multi-tasking and context-switching.

As a Production Lead, you’ll be responsible for helping drive team productivity and engagement in our fast-paced environment. You should feel comfortable in situations that might require you to act independently and use your discretion, but also know when you need to escalate an issue and bring in your management team. 

In this highly-visible role in Production, you’ll be interfacing with our Production team members on a daily basis—clear and open communication is a priority. You’ll regularly check in with the team to monitor progress, help solve problems, and serve as a hospitable and supportive partner. You’ll love this role if you love people, wearing many hats, and managing occasional chaos. 

On a regular basis you will 

• Assist with new hire onboarding and training for the Production coordinator team.
• Coordinate and oversee the day-to-day workflow of the Production coordinator team to ensure that they continually work at a highly efficient level and pace.
• Monitor Slack and Zendesk for timely issue resolution. 
• Conduct or assist with 1:1s and/or ticket reviews, as requested by your manager. 
• Collaborate with management on projects.
• Collaborate with the Production team to address concerns/issues as they arise.
• Identify staffing or workflow shortcomings and report to management for discussion.
• Continually update the team’s knowledge base as new situations arise
• Act as a secondary point of contact for the Production team. 
• Perform other related duties as assigned.  

You’re gonna crush it if

• You have 2+ years of prior experience at a Court Reporting agency 
• You have 5+ years of prior experience working in customer support
• You’re highly organized with excellent attention to detail and critical thinking skills.
• Display excellent written and verbal communication skills. We’re a digital and dispersed team that always works to keep each other informed.
• You embody a hospitality mindset and offer high-quality customer service to both our clients and our team.
• You’re vocal about keeping management informed as issues arise, and escalating potential problems to management, as needed.
• You exemplify Steno’s core values and lead by example.

Compensation & Benefits

• Salary - $68,640 - $85,000
• Health, Vision, & Dental Benefits - generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental
• Wellness/Mental Health - shared benefits to be used among employees and families
• Flexible Paid Time Off - allowing employees to find balance in their lives
• Options of Equity - we know our success is nothing without our team
• Access to a 401k through Guideline
• A home office setup and a monthly stipend to offset internet and phone costs 

Our Team 

The production team is a highly reliable and super motivated team. A diverse group working throughout the country, we’re responsible for all final production of deposition transcripts. 

We are tech