Stepful
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Support Lead
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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
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. Additionally, we were named the #1 EdTech company in the U.S. by TIME for 2025 and to GSV\'s 150 Most Transformational Growth Companies in Digital Learning. We’re unlocking the full potential of the global workforce—improving access to quality healthcare for everyone, everywhere. 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 Panel 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
Mid-Senior level Employment type
Full-time Job function
Other Industries: Professional Training and Coaching Referrals increase your chances of interviewing at Stepful by 2x
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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
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. Additionally, we were named the #1 EdTech company in the U.S. by TIME for 2025 and to GSV\'s 150 Most Transformational Growth Companies in Digital Learning. We’re unlocking the full potential of the global workforce—improving access to quality healthcare for everyone, everywhere. 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 Panel 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
Mid-Senior level Employment type
Full-time Job function
Other Industries: Professional Training and Coaching Referrals increase your chances of interviewing at Stepful by 2x
#J-18808-Ljbffr