Manager, Technical Support & Experience
Regal
This job is no longer accepting applications
See open jobs at Regal.See open jobs similar to "Manager, Technical Support & Experience" Homebrew.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!
This job is no longer accepting applications
See open jobs at Regal.See open jobs similar to "Manager, Technical Support & Experience" Homebrew.