Manager, Customer Support & Experience

Regal•New York, NY

149d•$112,000 - $130,000•Hybrid

About The Position

Founded in 2020, Regal is the AI Agent Platform. Regal gives every company the tools to transform customer communications with delightful AI Agents that are connected to your data, easy to customize and monitor, always available, and ready to take action. Power better support, sales, and operations â€“ with way less effort. Our founders, Alex Levin and Rebecca Greene, helped build Angi (Angieâ€™s List, Homeadvisor, and Handy) to over $1.5B in revenue. Based in Manhattan, weâ€™re building an in-person culture of entrepreneurs who want to win and build something meaningful. Weâ€™re backed by top investors including Founder Collective, Homebrew, and Emergence Capital. Come join us as we create a category-defining company, and follow Regal's company page on LinkedIn to stay up-to-date on our journey and current job openings! Weâ€™re moving fast, and the numbers speak for themselves: Partnered with enterprise brands like Google, AAA, Ro, Coursera; Raised $82M (top tier investors including Emergence & Homebrew); Completed 500M+ calls; Driven $7B revenue for customers; Scaled to $##M ARR; Built amazing NYC (Midtown) in office culture.

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

Nice To Haves

If you think youâ€™re missing relevant experience but youâ€™re hungry and a fast learner (and can prove it), we want to hear from you!

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 Regalâ€™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