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Manager, Technical Support & Experience

Regal

Regal

IT, Customer Service
New York, NY, USA
Posted on Jul 24, 2024
ABOUT US:
Regal.io empowers businesses to add a human touch at key moments in their online experiences in order to win customers over and drive more sales. Our branded, event-driven calls and texts skyrocket answer rates by treating customers like royalty, and drive 25%+ more revenue. Growing revenue is the top priority for every C-level executive. Marketing spend and website optimization is table stakes already, and now the fastest growing businesses are adding a human touch to better convert website visitors. 100+ leading brands including Kin, Ro, Angi, Ethos, Fidelity Life, Career Karma and AAA use Regal.io to proactively engage their customers in real-time with event-driven calls and text messages, which result in higher conversion and more revenue.
Our team is led by industry veterans who previously built Handy (acq. by IAC / ANGI Homeservices in ‘18), and the rest of our team is made up of customer-obsessed, fun and hardworking team members across product, engineering, marketing, sales and more! We share common set of values that we look for in every new hire:
*Customers are royalty
*Data beats opinion
*Fast-paced execution wins
*Growth mindset
*Enjoy the journey
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!
ABOUT THE ROLE:
Regal.io is seeking a Manager, Technical Support & Experience, to lead the company’s Technical Support & Experience function and serve our fast-growing B2C customer base. This role is a key leader in the Customer Success organization responsible for direct customer interaction, hitting global ticket SLAs, escalation and incident management, product feedback, and team mentorship within Regal’s rapidly scaling business.
As the Manager, Technical Support & Experience at Regal, you will be trusted to act as both a key contributor on the team as well as a role model and coach to your direct reports. You will work directly with our customers to ensure day-to-day operational excellence, resolve configuration issues quickly, document knowledge, and proactively monitor their implementations. Internally, you’ll partner with Regal’s Customer Success, Sales, and Engineering teams to deliver account growth and design an ever-better customer experience. You’ll also work closely with your own direct reports to hire, train, enable, and develop your team of technical support specialists to achieve company and mentorship goals.

RESPONSIBILITIES:

  • Partner directly with Regal’s customers to provide timely, complete, sustainable technical issue resolutions
  • Manage a growing team of technical support specialists
  • Achieve response and resolution times within SLAs
  • Partner with Regal’s VP of Customer Success, founders, and other executives to develop new processes and playbooks that drive customer value and revenue
  • Partner with product & engineering leadership to share qualitative and quantitative product feedback as well as prioritize the product roadmap to customer needs
  • Participate in product roadmap planning a issue prioritization
  • Act as the first point of contact and issue captain on maintenance windows, outages, and bugs
  • Act an admin for key support systems (Zendesk, Intercom, etc.) to enable to your team and build key processes

ABOUT YOU:

  • 4+ years of experience in enterprise technical support, customer support, or technical consulting, ideally from a SaaS or telephony company
  • 2+ years of management experience
  • Technical skills and curiosity including REST APIs, SQL, AWS, Twilio, Snowflake, or other similar technologies
  • Track record success in operating technical support teams and hitting SLAs
  • Demonstrated ability to manage outages and external communication
  • Excitement for program development, experimentation, and the opportunity to discover new tactics to drive customer success and growth
  • Passion for leading-by-doing and acting as a role model for your team
  • Based in New York, in Regal’s New York City office 3 days per week

BENEFITS & PERKS:

  • Competitive compensation packages, including early stage equity
  • 401k plan
  • Flexible PTO & 11 paid holidays
  • Medical, dental, vision insurance (80% covered by Regal for individuals and all dependents!)
  • Paid parental leave
  • Growth Mindset learning and development stipend
  • Happy hours, team outings, & annual offsites!
  • Pre-tax commuter benefits
  • Complete laptop workstation
  • & more!
We have offices in NYC (HQ- NoMad) & Boston (Downtown/Financial). Hybrid roles are required in office T/W/TH and office optional M/F. Covid protocols and vaccination policy in place.