Manager, Customer Support & Experience

Responsibilities

• Own the end-to-end handling of incoming customer support requests, ensuring timely, accurate, and high-quality resolution across all channels
• Lead and develop a high-performing customer support team through coaching, mentorship, and clear performance expectations
• Monitor and manage support KPIs, including response times, resolution rates, customer satisfaction (CSAT), ticket volume, and SLA adherence
• Act as the escalation point for complex customer issues and incidents, coordinating cross-functionally to drive resolution
• Build, refine, and scale efficient support processes, workflows, and documentation to improve customer experience and operational efficiency
• Maintain a deep understanding of Regal's product, customer use cases, and technical architecture to better support B2B customers
• Partner closely with Product and Engineering to share qualitative and quantitative customer feedback, identify trends, and influence roadmap prioritization
• Prepare and present regular reporting on support performance, customer issues, and operational insights to leadership
• Use data to proactively identify gaps, risks, and opportunities for improvement, and drive clear action plans
• Serve as an administrator for core support tools (e.g., Zendesk, Intercom), owning configuration, workflows, and enablement for the team

Requirements

• 6+ years of experience in customer support, technical support, or customer service within a B2B SaaS environment, with 2+ years in a people-management role
• Proven ability to lead, motivate, and scale high-performing support teams while maintaining a strong customer-first mindset
• Strong operational rigor with experience managing SLAs, escalations, incident response, and support metrics
• Technical fluency and domain experience in several of the following areas: SaaS platforms, APIs and integrations, Contact center or communications software, SQL or data analysis, Marketing automation, SMS, email, or voice systems
• Comfortable navigating high-pressure situations and resolving complex, multi-stakeholder customer issues
• Excited by building programs, experimenting with new approaches, and continuously improving how support operates at scale
• Experienced with modern customer support tooling and systems
• A hands-on leader who leads by example, builds trust with customers and teammates, and is deeply committed to delivering exceptional support experiences

Benefits/Perks

• Medical, Dental, and Vision plans - 80% covered by the company
• Flexible PTO & 11 paid holidays/year
• Subsidized Class Pass membership
• 401k Plan
• Paid parental leave
• Pre-tax commuter benefits
• In-office breakfast and snacks daily
• Happy hours, team outings, & annual off-sites
• Complete laptop workstation & more to come