Support Lead

About Stepful: Stepful partners with healthcare institutions to build talent pipelines and career pathways. We are reimagining allied healthcare training with a digital-first environment for student cohorts that prepare job-ready graduates five times faster, at a fraction of the cost. Stepful graduates, primarily from underrepresented communities, go on to work at leading healthcare institutions. Stepful is backed by Y Combinator, Reach Capital and AlleyCorp and recently closed a round led by Oak HC/FT.

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.

At Stepful, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.