Stepful
Join to apply for the
Support Lead
role at
Stepful Join to apply for the
Support Lead
role at
Stepful Get AI-powered advice on this job and more exclusive features. This range is provided by Stepful. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $160,000.00/yr - $180,000.00/yr About Stepful
Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.
Stepful is reimagining allied healthcare training by offering affordable, online, instructor-led, and AI-supported programs that help learners—especially those from underserved communities—launch high-demand healthcare careers.
In addition to our direct-to-consumer training, Stepful partners with leading healthcare institutions to build talent pipelines and address the growing shortage of allied health workers. Our graduates, including Medical Assistants, Pharmacy Technicians and more, go on to work at major employers like CVS, NY-Presbyterian, and Walgreens.
Stepful is backed by Y Combinator, Reach Capital, and AlleyCorp, with a recent $31.5M Series B led by Oak HC/FT. We were named the #1 EdTech company in the U.S. by TIME for 2025.
We’re unlocking the full potential of the global workforce—improving access to quality healthcare for everyone, everywhere.
Our Values
We credit much of our success to our exceptional team. We’re looking for mission-driven individuals who thrive in fast-paced, sometimes ambiguous environments, and embody our four core values:
Care first : We do whatever it takes for our students to succeed.
Learn quickly : We test, learn with data, and iterate.
Build together : We win when we rely on each other.
Own it : We show up, take initiative, and show pride.
The Opportunity
Stepful is seeking a Support Lead to enhance our operational efficiency as we scale from 25,000 active students to over 100,000 active students. This is a pivotal moment for our organization and an opportunity to be a force-multiplier in streamlining our communications to students across various channels.
The Support Lead will build systems, identify tooling and leverage AI solutions to standardize how we communicate with students throughout their journey with Stepful: from admissions through to job placement and everywhere in-between.
This is a hybrid role (working three days/week from our office in NYC) reporting into our Head of Student Operations.
What You’ll Do
Make Data-Driven Decisions: Create and maintain dashboards and forecasts that inform both resource planning and capacity management Frameworks: Build and lead escalation frameworks to address student concerns swiftly and effectively Optimization & Standardization: Identify operational gaps and implement solutions to standardize our student communications across various channels and programs Enhance Operational Efficiency: Leverage AI-driven solutions to reduce workload on support staff, allowing them to focus on more complex, high-touch tickets People Management: Lead a team of support specialists to provide an exceptional student experience Customer Advocacy: Act as the voice of the student within Stepful, ensuring their needs are represented and addressed appropriately Cross-Functional Collaboration: Work closely with various business partners to improve and optimize the student experience for superior retention, graduation and job placement rates
What You’ll Bring
At least 8 years of experience in customer support, operations or a similar discipline, preferably within a B2B2C setting At least 2 years of people management experience Experience managing a complex, multi-faceted customer journey inclusive of various forms of support (i.e., sales support, technical support) A proven track record of both optimizing and standardizing support operations through technology and creative solutioning, at scale Familiarity with leveraging AI-enabled solutions to automate support Experience creating dashboards, tracking metrics and forecasting using tools such as Excel/Google Sheets and/or BI/data visualization tools (Looker, Tableau) Empathy for both our support team and our students Ability to influence and inspire cross-functional teams
Bonus Points If
Experience in a high-growth, scaling startup environment
Interview Process
Introductory call with Talent Acquisition team member Interview with Hiring Manager Take-Home Assignment Virtual On-Site Panel Interview
Benefits And Compensation
Meaningful Equity Stake Subsidized Medical, Dental, and Vision insurance plan options 401(k) FSA, HSA and commuter benefits Open vacation policy, including:
Guidance of 15 days PTO annually Stepful closed the last week of December 15 work-from-anywhere days 10 public holidays observed for 2025
The target base salary range for this opportunity is
$160,000 - $180,000 , and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, internal pay equity and other relevant business considerations.
Stepful is proud to be an equal opportunity employer . We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic.
Compensation Range: $160K - $180K
Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionOther IndustriesProfessional Training and Coaching Referrals increase your chances of interviewing at Stepful by 2x Sign in to set job alerts for “Support Lead” roles. New York, NY $115,800.00-$165,200.00 1 month ago Brooklyn, NY $95,000.00-$105,000.00 4 days ago New York, NY $180,000.00-$210,000.00 4 weeks ago New York, NY $110,000.00-$140,000.00 3 weeks ago Brooklyn, NY $90,000.00-$120,000.00 22 hours ago Uniondale, NY $90,000.00-$110,000.00 1 month ago Technology Support Lead - Problem Management New York, NY $91,000.00-$124,000.00 4 weeks ago New York, NY $160,000.00-$180,000.00 2 weeks ago New York, NY $90,000.00-$100,000.00 1 week ago Customer Experience Analyst Lead (Customer Support) New York, NY $110,000.00-$158,000.00 2 weeks ago Technology Support Lead - Problem Management New York, NY $160,000.00-$180,000.00 2 weeks ago New York, NY $125,000.00-$150,000.00 1 month ago New York, NY $160,000.00-$180,000.00 2 weeks ago New York, NY $130,000.00-$160,000.00 4 days ago New York, NY $150,000.00-$175,000.00 1 week ago New York, NY $175,000.00-$200,000.00 4 days ago New York, NY $160,000.00-$180,000.00 2 weeks ago Director of Customer Experience - DTC/B2C New York City Metropolitan Area $140,000.00-$200,000.00 2 weeks ago Associate Director, Service Desk Operations New York, NY $70,000.00-$75,000.00 6 days ago Senior Technology Support Lead - Problem Management New York, NY $225,000.00-$285,000.00 3 days ago New York, NY $65,000.00-$75,000.00 2 weeks ago New York, NY $245,000.00-$280,000.00 1 week ago New York, NY $60,000.00-$70,000.00 6 days ago New York, NY $95,000.00-$115,000.00 1 week ago New York, NY $90,000.00-$110,000.00 2 weeks ago New York, NY $150,000.00-$175,000.00 2 weeks ago Customer Success Manager (Technical), US We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Support Lead
role at
Stepful Join to apply for the
Support Lead
role at
Stepful Get AI-powered advice on this job and more exclusive features. This range is provided by Stepful. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $160,000.00/yr - $180,000.00/yr About Stepful
Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.
Stepful is reimagining allied healthcare training by offering affordable, online, instructor-led, and AI-supported programs that help learners—especially those from underserved communities—launch high-demand healthcare careers.
In addition to our direct-to-consumer training, Stepful partners with leading healthcare institutions to build talent pipelines and address the growing shortage of allied health workers. Our graduates, including Medical Assistants, Pharmacy Technicians and more, go on to work at major employers like CVS, NY-Presbyterian, and Walgreens.
Stepful is backed by Y Combinator, Reach Capital, and AlleyCorp, with a recent $31.5M Series B led by Oak HC/FT. We were named the #1 EdTech company in the U.S. by TIME for 2025.
We’re unlocking the full potential of the global workforce—improving access to quality healthcare for everyone, everywhere.
Our Values
We credit much of our success to our exceptional team. We’re looking for mission-driven individuals who thrive in fast-paced, sometimes ambiguous environments, and embody our four core values:
Care first : We do whatever it takes for our students to succeed.
Learn quickly : We test, learn with data, and iterate.
Build together : We win when we rely on each other.
Own it : We show up, take initiative, and show pride.
The Opportunity
Stepful is seeking a Support Lead to enhance our operational efficiency as we scale from 25,000 active students to over 100,000 active students. This is a pivotal moment for our organization and an opportunity to be a force-multiplier in streamlining our communications to students across various channels.
The Support Lead will build systems, identify tooling and leverage AI solutions to standardize how we communicate with students throughout their journey with Stepful: from admissions through to job placement and everywhere in-between.
This is a hybrid role (working three days/week from our office in NYC) reporting into our Head of Student Operations.
What You’ll Do
Make Data-Driven Decisions: Create and maintain dashboards and forecasts that inform both resource planning and capacity management Frameworks: Build and lead escalation frameworks to address student concerns swiftly and effectively Optimization & Standardization: Identify operational gaps and implement solutions to standardize our student communications across various channels and programs Enhance Operational Efficiency: Leverage AI-driven solutions to reduce workload on support staff, allowing them to focus on more complex, high-touch tickets People Management: Lead a team of support specialists to provide an exceptional student experience Customer Advocacy: Act as the voice of the student within Stepful, ensuring their needs are represented and addressed appropriately Cross-Functional Collaboration: Work closely with various business partners to improve and optimize the student experience for superior retention, graduation and job placement rates
What You’ll Bring
At least 8 years of experience in customer support, operations or a similar discipline, preferably within a B2B2C setting At least 2 years of people management experience Experience managing a complex, multi-faceted customer journey inclusive of various forms of support (i.e., sales support, technical support) A proven track record of both optimizing and standardizing support operations through technology and creative solutioning, at scale Familiarity with leveraging AI-enabled solutions to automate support Experience creating dashboards, tracking metrics and forecasting using tools such as Excel/Google Sheets and/or BI/data visualization tools (Looker, Tableau) Empathy for both our support team and our students Ability to influence and inspire cross-functional teams
Bonus Points If
Experience in a high-growth, scaling startup environment
Interview Process
Introductory call with Talent Acquisition team member Interview with Hiring Manager Take-Home Assignment Virtual On-Site Panel Interview
Benefits And Compensation
Meaningful Equity Stake Subsidized Medical, Dental, and Vision insurance plan options 401(k) FSA, HSA and commuter benefits Open vacation policy, including:
Guidance of 15 days PTO annually Stepful closed the last week of December 15 work-from-anywhere days 10 public holidays observed for 2025
The target base salary range for this opportunity is
$160,000 - $180,000 , and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, internal pay equity and other relevant business considerations.
Stepful is proud to be an equal opportunity employer . We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic.
Compensation Range: $160K - $180K
Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionOther IndustriesProfessional Training and Coaching Referrals increase your chances of interviewing at Stepful by 2x Sign in to set job alerts for “Support Lead” roles. New York, NY $115,800.00-$165,200.00 1 month ago Brooklyn, NY $95,000.00-$105,000.00 4 days ago New York, NY $180,000.00-$210,000.00 4 weeks ago New York, NY $110,000.00-$140,000.00 3 weeks ago Brooklyn, NY $90,000.00-$120,000.00 22 hours ago Uniondale, NY $90,000.00-$110,000.00 1 month ago Technology Support Lead - Problem Management New York, NY $91,000.00-$124,000.00 4 weeks ago New York, NY $160,000.00-$180,000.00 2 weeks ago New York, NY $90,000.00-$100,000.00 1 week ago Customer Experience Analyst Lead (Customer Support) New York, NY $110,000.00-$158,000.00 2 weeks ago Technology Support Lead - Problem Management New York, NY $160,000.00-$180,000.00 2 weeks ago New York, NY $125,000.00-$150,000.00 1 month ago New York, NY $160,000.00-$180,000.00 2 weeks ago New York, NY $130,000.00-$160,000.00 4 days ago New York, NY $150,000.00-$175,000.00 1 week ago New York, NY $175,000.00-$200,000.00 4 days ago New York, NY $160,000.00-$180,000.00 2 weeks ago Director of Customer Experience - DTC/B2C New York City Metropolitan Area $140,000.00-$200,000.00 2 weeks ago Associate Director, Service Desk Operations New York, NY $70,000.00-$75,000.00 6 days ago Senior Technology Support Lead - Problem Management New York, NY $225,000.00-$285,000.00 3 days ago New York, NY $65,000.00-$75,000.00 2 weeks ago New York, NY $245,000.00-$280,000.00 1 week ago New York, NY $60,000.00-$70,000.00 6 days ago New York, NY $95,000.00-$115,000.00 1 week ago New York, NY $90,000.00-$110,000.00 2 weeks ago New York, NY $150,000.00-$175,000.00 2 weeks ago Customer Success Manager (Technical), US We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr