Manager, Customer Support & Experience
Leads customer support team in B2B SaaS environment, managing operations, SLAs, escalations, and KPIs while partnering with Product and Engineering to improve customer experience. Requires 6+ years support experience with 2+ years people management and technical fluency in SaaS tools.
About the job
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
Skills
Zendesk, Intercom, SQL, SaaS Platforms, APIs, Zendesk Admin, Intercom Admin, Customer Support Tools, Data Analysis, Sla Management
Similar jobs
Customer Success jobs
6sense
United States
Leads and develops a Customer Success team serving upmarket SaaS customers, driving retention, adoption, value realization, forecasting discipline, and operational excellence. Requires 8+ years in customer-facing roles, 5+ years of people leadership, and experience managing high-performing teams.
Wiz
United States
Leads strategic enterprise customer engagements focused on cloud security adoption, transformation, and expanding the value of Wiz. Requires 6+ years in customer-facing strategic work and strong stakeholder, project management, and security SaaS expertise.
Wiz
United States
Guides strategic enterprise customers through multi-year cloud adoption and security transformation, connecting Wiz’s platform to business outcomes, increasing adoption, and identifying expansion opportunities. Requires 6+ years in customer success, account management, or another strategic customer-facing role.
Wiz
United States
Leads strategic customer engagements that connect Wiz’s cloud security platform to enterprise initiatives, drive adoption, and support revenue growth. The role requires 6+ years in a strategic customer-facing position and the ability to guide complex cloud transformations with senior stakeholders.
Navan
United States
Senior client success leader responsible for strategic enterprise relationships, complex migrations to the Navan platform, adoption, retention, executive engagement, and escalations. Requires 12+ years in customer success or account management within corporate travel management, with strong project management and communication skills.