Regroup Mass Notification is a global leader in mass communication and emergency notification systems, with headquarters in Dallas. Our mission is simple but vital: to keep communities and organizations safe and informed.
We’re looking for a Technical Support Operations Manager to lead and mentor our support team alongside existing management personnel with a focus on optimizing the performance, efficiency, and scalability of the technical support organization, while ensuring world-class service for our clients worldwide. This role is perfect for someone who thrives in fast-paced environments, balances technical expertise with people leadership, and is passionate about helping others succeed.
Who you are: A proactive and empathetic leader with a strong technical background in SaaS systems and customer support. You enjoy mentoring others, improving processes, and fostering a culture of accountability, learning, and collaboration across global teams.
Key Responsibilities:
- Lead, motivate, and develop a remote team of Tier 2 Support Agents to deliver exceptional customer experiences.
- Oversee daily operations of the support department, ensuring timely response and resolution of all client issues within established SLAs.
- Monitor team performance using key metrics and continuously refine workflows for efficiency and quality.
- Serve as an escalation point for complex technical issues, offering hands-on troubleshooting expertise when required.
- Collaborate cross-functionally with Product, Engineering, and Customer Success teams to improve product usability and client satisfaction.
- Develop and maintain support documentation, training materials, and best practices for internal and client-facing use.
- Foster an environment of inclusion, collaboration, and continuous improvement within a global, distributed team.
Requirements:
- 4–6 years of experience in Tier 2 technical support, with at least 2 years in a leadership or managerial role managing teams of managers or senior support staff.
- Direct experience working with U.S. enterprise and SMB customers
- Strong understanding of SaaS systems, APIs, and web-based technologies.
- Metrics-driven mindset: CSAT, NPS, SLA adherence, backlog management
- Experience leading cross-functional initiatives with Product, Engineering, or Customer Success
- Exceptional written and verbal communication skills.
- Proven ability to manage remote teams across time zones.
- Strong organizational, analytical, and problem-solving abilities.
- Ability to work well under pressure while maintaining a calm and supportive team environment.
- Alignment with Regroup’s mission of safety, communication, and community impact.
Remote Work Requirements:
- Windows 11 Professional OR MAC
- Quiet and professional work environment suitable for client calls and team meetings.
- Reliable computer and familiarity with collaboration tools
What We Offer:
- Mission-driven work that helps protect communities and save lives.
- Flexible, fully remote work setup.
- Opportunity to shape a growing global support organization.
- Smart, compassionate colleagues who believe in leading with love and learning continuously.
- A culture built around excellence, humility, and service.
This is a Contract Position (1099).
A background check is required.
Only resumes written in English will be considered.
What We Do
Regroup's award-winning, cloud-based mass notification platform is used every day by thousands of organizations to save lives, improve safety for entire communities, respond to potential hazards, prepare for emergencies, and more. Our powerful communications platform allows clients to easily reach large groups of recipients — both nationally and globally — through all major communication channels and devices. We’ve developed a comprehensive suite of solutions that can be customized for your organization’s specific communication needs. Our easy-to-use, yet robust multimodal platform seamlessly integrates with most third-party systems to enable you to streamline and unify communications under the Regroup umbrella. We offer clients a value-based communications platform that can be used for both emergency and day-to-day communications. With Regroup, you’ll never have to worry about unexpected costs or exceeding quotas, as we offer many unlimited features and service options and unparalleled 24/7 support and training
.png)
.png){kind=logo}
