# Manager, Customer Support & Experience

**Company:** [Regal.ai](https://hotfix.jobs/companies/regal-ai)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $112k – $130k/yr
**Experience:** 6+ years
**Skills:** Zendesk, Intercom, SQL, SaaS Platforms, APIs, Zendesk Admin, Intercom Admin, Customer Support Tools, Data Analysis, Sla Management
**Posted:** 2026-02-03

> 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.

## Job Description

## 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

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