Regional Support Leader - Cloud & Incident Management

Papercut; Melbourne; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Share the Success bonus

18 weeks parental leave

Flexible hybrid working

Job summary

PaperCut is seeking a Regional Support Manager to lead our regional Customer Support team from Melbourne, guiding incident management, customer-first service, and cross-regional coordination. The role bridges regional operations with global strategy, ensuring consistent delivery and partner enablement.

You will mentor engineers, manage critical escalations, and drive improvements across channels, while supporting growth initiatives and maintaining high engagement within a CHIN-values culture.

Qualifications

• Proven experience leading technical teams with empathy and clear goal setting.
• Demonstrated ability to manage high-stakes escalations and outages.
• Strong strategic mindset to align local efforts with global goals.
• Excellent cross-functional communication and stakeholder management.
• Broad understanding of software/cloud support environments and ecosystems.

Responsibilities

• Lead and empower the regional Customer Support team to deliver exceptional, customer-first service.
• Act as the primary Regional Incident Manager during platform disruptions and outages.
• Drive alignment between regional operations and global strategy for support initiatives.
• Monitor SLAs, CSAT, and support metrics across channels to maintain outstanding experiences.
• Engage authorised partners, OEMs, and distributors to scale support capability and obligations.
• Guide product and business growth by advocating for maintenance and upgrades and budgeting regionally.

Skills

People Leadership

Incident Management

Strategic Thinking

Communication Skills

Cloud/Software Understanding

Job description

PaperCut is seeking a Regional Support Manager to lead our regional Customer Support team from Melbourne, guiding incident management, customer-first service, and cross-regional coordination. The role bridges regional operations with global strategy, ensuring consistent delivery and partner enablement.

You will mentor engineers, manage critical escalations, and drive improvements across channels, while supporting growth initiatives and maintaining high engagement within a CHIN-values culture.