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!
Top Skills
What the Team is Saying
What We Do
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.
Our Values
Customers are Royalty
We serve our customers above all else. If we don’t earn their love, someone else will.
Fast Execution Wins
We work with urgency and speed because by moving forward we learn more about how to solve the problem than by theorizing.
Growth Mindset
Your learning curve should be as steep as the company’s growth curve.
Data Beats Opinion
We make decisions based on analysis and data, not anecdotes.
Enjoy the Journey
We bring our whole selves to work and build meaningful friendships. We appreciate, and are kind to, each other.
Why Work With Us
At Regal, every team member makes an impact. We move fast, solve complex challenges, and build game-changing AI solutions—together. Our culture thrives on fast execution, data-driven decisions, and continuous learning. If you want to grow, be challenged, and work with brilliant, motivated people, Regal is where you want to be.
Gallery
Regal Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We're in the office Tues-Thurs & WFH/Office Optional on Mon/Fri. Our HQ is in NYC. Annual offsites in fun spots such as Breckenridge, Miami, CT & more!
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