Manager, Customer Support & Experience
REGAL· Customer Success (NYC) – Customer Support
Hybrid (New York, NY)$112k - $130kFull TimePosted 8mo ago
About the role
Manager of Customer Support & Experience to lead Regal's customer support function, scale day-to-day operations, and partner with Product and Engineering to improve customer experience and processes for a B2B SaaS AI Agent platform.
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, 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
Qualifications
- 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 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
Skills
Required:People managementCustomer support operationsAnalytics & reporting
Benefits
- 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
Last updated May 6, 2026. Interested? Apply on the company site.
About REGAL
Voice AI Agent Platform
Regal helps businesses build, improve, and manage AI Agents that outperform human agents.
Voice AI AgentsCustomer SupportLead QualificationScheduling & RemindersCollectionsBookingsAI AgentsCustomer Experience
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