Regional Support Manager

About the role

PaperCut, a B-Corp certified Australian print management software company founded in Melbourne, is looking for a Regional Support Manager. You will lead, develop and inspire the regional Customer Support team to deliver customer-first service and solve complex technical challenges, reporting to the Global Head of Support. You will also act as a bridge between regional operations and global strategy, and step in as a hands-on mentor or Incident Manager during critical escalations.

Key responsibilities

• Hire, onboard, coach and mentor support engineers, drive quarterly engagement and build a supportive, high-performing culture.
• Act as the primary Regional Incident Manager during platform disruptions, cloud outages or red-button events, coordinating cross-regional triage and handoffs.
• Contribute to strategic planning within Customer Success and pilot new channels, tooling and workflows as a champion of global support experiments.
• Monitor team SLAs, CSAT and support metrics across phone, email and forum channels.
• Support Authorised Solution Centres, OEMs and distributors to scale joint support capability and uphold service obligations.
• Help team members with complex technical solutions, advocate for maintenance and upgrades, and manage regional budgeting.

Required profile

• Proven experience leading, coaching and nurturing technical teams with empathy, clear goal setting and a focus on psychological safety.
• Demonstrated ability to manage high-stakes technical escalations, platform outages and time-zone handoffs.
• Broad understanding of software and cloud support environments, tech stacks and customer/channel partner ecosystems.
• Strong interpersonal and stakeholder management skills across cross-functional and global teams.

Required skills

• Use of CSAT metrics and ticket trend analysis to develop preventative solutions.
• Strategic mindset that aligns local efforts with global goals.

What we offer

• A Share the Success bonus for all permanent employees.
• Up to 18 weeks of paid parental leave and genuine leave options.
• Flexible hybrid working arrangements.
• Organic diversity, equity, inclusion and belonging initiatives.