Manager, Customer Support & Experience

ABOUT US: 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 – with way less effort. Our founders, Alex Levin and Rebecca Greene, helped build Angi (Angie’s List, HomeAdvisor, and Handy) to over $1.5B in revenue.  Based in Manhattan, we’re building an in-person culture of entrepreneurs who want to win and build something meaningful. We’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! We’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 250MM+ calls - Driven $7B revenue for customers - Scaled to $## ARR - Built amazing NYC (Midtown) in office culture ABOUT THE ROLE Regal is seeking a Manager, Customer Support & Experience to lead our Customer Support function as we continue to grow our B2B omnichannel &  AI Agent platform. This role is critical to delivering a high-quality, reliable support experience to our customers as they deploy Regal across their businesses. As the Manager of Customer Support & Experience, you will be a hands-on leader responsible for scaling day-to-day support operations, SLAs, escalation and incident management, and team development. You’ll partner closely with Customer Success, Implementations, Product, and Engineering to resolve complex issues, surface customer insights, and continuously improve both the customer experience and internal support processes. This role is ideal for someone who thrives in a fast-growing B2B SaaS environment, enjoys building scalable systems, and leads with empathy, accountability, and a strong bias toward action. 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

ABOUT YOU:

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:

We care about your health! 

Medical, Dental, and Vision plans - 80% covered by the company

Flexible PTO & 11 paid holidays/year 

Subsidized Class Pass membership

We care about future you!

401k Plan

Paid parental leave

Pre-tax commuter benefits 

We care about connection!

In-office breakfast and snacks daily

Happy hours, team outings, & annual off-sites

Complete laptop workstation 

& more to come!