REGAL · 1 day ago
Manager, Customer Support & Experience
New York, NY
Full-time
Hybrid
Mid, Senior Level
$112K/yr - $130K/yr
6+ years expRegal is an AI Agent Platform founded in 2020, focused on transforming customer communications. The Manager of Customer Support & Experience will lead the support function, ensuring high-quality resolution of customer inquiries and improving internal support processes.
Artificial Intelligence (AI)Enterprise SoftwareGenerative AIMarketing AutomationSales AutomationSMSSoftware
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
Qualification
Required
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
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!
Company
REGAL
Regal is the AI Agent Platform. Transform your customer communications with AI Agents that are personalized to your company and customers.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$82.1MKey Investors
Emergence Capital
2024-10-30Series Unknown· $40M
2022-09-07Series A· $38.5M
2021-01-01Seed· $3.6M
Leadership Team
Alex Levin
Co-Founder & CEO
Rebecca Greene
Co-Founder
Recent News
ReviewJournal
2026-01-22
2026-01-22
Company data provided by crunchbase