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. 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.