Manager, Customer Support & Experience at regalvoice

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 (NoMad) 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! POSITION LOCATION & OFFICE DETAILS: This position is only available in New York City (HQ- Midtown). Hybrid roles are required in office T/W/TH and office optional M/F. *If you think you’re missing relevant experience but you’re hungry and a fast learner (and can prove it), we want to hear from you!