Regroup Mass Notification®

Support Engineer

• 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.

Technical Support Operations Manager