Regional Support Lead — Incident Mgmt & Customer Success

PaperCut; Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Share the Success bonus

Paid parental leave (18 weeks)

Flexible hybrid work

Job summary

PaperCut is seeking a Regional Support Manager in Melbourne to lead and mentor the regional Customer Support team, ensuring exceptional customer-first service and rapid resolution of complex technical challenges.

You will bridge regional operations with global strategy, drive partner enablement, and act as a hands-on Incident Manager during critical outages, fostering a high-engagement, psychologically safe culture.

Qualifications

• Proven people leadership with empathy and goal setting.
• Experience managing high-stakes incidents and escalations.
• Strategic, data-driven mindset aligning regional and global goals.
• Broad understanding of software/cloud support environments.
• Excellent cross-functional communication and stakeholder management.

Responsibilities

• Lead and empower the regional Customer Support team to deliver exceptional service.
• Act as Regional Incident Manager during platform disruptions and critical events.
• Drive alignment between regional operations and global support strategy.
• Monitor SLAs, CSAT, and support metrics across channels.
• Enable and engage channel partners to scale joint support capabilities.

Skills

People leadership

Crisis management

Strategic mindset

Technical & business acumen

Communication skills

Job description

PaperCut is seeking a Regional Support Manager in Melbourne to lead and mentor the regional Customer Support team, ensuring exceptional customer-first service and rapid resolution of complex technical challenges.

You will bridge regional operations with global strategy, drive partner enablement, and act as a hands-on Incident Manager during critical outages, fostering a high-engagement, psychologically safe culture.