[Hiring] Court Reporter Relations Assistant @Steno

Role Description

• 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

Qualifications

• Strong organizational skills and ability to track multiple cases and deadlines simultaneously
• Excellent written and verbal communication skills and comfort with daily outreach to court reporters
• Proficient with Slack, Zendesk, Monday, Notion, and other workflow management tools
• Problem-solving mindset and knowledge of when to escalate issues appropriately
• Prior experience in legal services, court reporting, transcription, or operations (preferred)
• Ability to work autonomously in a fast-paced, deadline-driven environment

Bonus Points if

• Direct experience working with court reporters or in a court reporting/litigation support agency
• Experience using Looker or similar dashboards to monitor performance metrics
• Experience managing SLAs in a ticketing system like Zendesk
• Worked in a remote-first, cross-functional environment coordinating across multiple internal teams (e.g., Calendar, Billing, Production)
• 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