On a regular basis, you will

• Own and execute the Late Transcript Follow-up procedure
• Communicate rough draft and expedite transcript requests with court reporters, relaying conflicts inter-departmentally as needed
• Assist with the Reporter Rehab program, as needed
• Communicate daily with court reporters regarding job status, deadlines, and missing materials
• Monitor the @cr-liaison Slack tag and respond and/or escalate as appropriate
• Post job updates, risks, and escalations in designated Slack channels (#orders-and-expedites)
• Collaborate with the Calendar Team to remove reporters from assignments when backlog thresholds are reached
• Escalate late or incomplete jobs to management, Reporter Success, or Production when appropriate
• Oversee the Court Reporter Liaison Zendesk inbox, maintain SLAs, ensure timely communication, and escalate tickets as needed
• Review the Court Reporter Status Management Looker dashboard daily
• Flag reporters with three or more outstanding transcripts and notify the Calendar Team for scheduling holds
• Track late transcript percentages; once a reporter reaches 25% all-time late transcripts, notify the Reporter Success team for remediation
• Build and maintain up-to-date performance metrics on reporters
• Ensure transcript files meet agency standards and are submitted on time
• Maintain accurate records of all communications
• Uphold timelines to avoid jeopardizing expedite and client delivery requirements

You’re gonna crush it if

• You have strong organizational skills and can track multiple cases and deadlines simultaneously
• You have excellent written and verbal communication skills and are comfortable with daily outreach to court reporters
• You're proficient with Slack, Zendesk, Monday, Notion, and other workflow management tools
• You have a problem-solving mindset and know when to escalate issues appropriately
• You have prior experience in legal services, court reporting, transcription, or operations (preferred)
• You can work autonomously in a fast-paced, deadline-driven environment

Bonus Points if

• You have direct experience working with court reporters or in a court reporting/litigation support agency
• You've used Looker or similar dashboards to monitor performance metrics
• You have experience managing SLAs in a ticketing system like Zendesk
• You've worked in a remote-first, cross-functional environment coordinating across multiple internal teams (e.g., Calendar, Billing, Production)
• You have experience with escalation or vendor-performance management processes

Compensation & Benefits

• Hourly - $20 - $27
• Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans – well above industry benchmarks.
• 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 company-provided 401(k) account
• A home office setup and a monthly stipend to offset internet and phone costs

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 accommodations@steno.com. 
• Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information included in an application, is collected, analyzed, and stored in our system. 
• 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.