Regional Support Manager

PaperCut Software; Melbourne; Híbrido; AUD 110.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Share in Our Success bonus

Hybrid working arrangements

18 weeks parental leave

Generous leave options

Diversity, Equity, Inclusion & Belong

Descripción de la vacante

PaperCut Software is seeking a Regional Support Manager in Melbourne to lead the regional Customer Support team and deliver exceptional customer-first service. Reporting to the Global Head of Support, you will mentor engineers, manage critical incidents, and align regional activity with global strategy.

You will drive customer excellence, oversee SLAs and CSAT, and enable channel partners while guiding product-related growth and budgeting to sustain efficiency.

Formación

• Proven people leadership: coach, mentor, and build high-performing teams with psychological safety.
• Crisis and incident management: calm handling of outages and escalations across time zones.
• Strategic, data-driven approach: use CSAT metrics and trend analysis to align local and global goals.
• Technical and business acumen: understanding of software/cloud support environments and customer ecosystems.
• Exceptional communication: strong stakeholder management across global teams.

Responsabilidades

• Lead and empower the regional Customer Support team to deliver exceptional, customer-first service.
• Act as primary Regional Incident Manager during platform disruptions and critical escalations.
• Drive alignment between regional operations and global strategy; pilot new channels and workflows.
• Monitor SLAs, CSAT, and support metrics across channels to maintain top-tier service.
• Engage and enable channel partners to scale joint support capability and uphold obligations.
• Guide team in solving complex solutions, advocating maintenance and upgrades, and budgeting.

Conocimientos

People leadership

Incident management

Strategic mindset

Technical acumen

Communication skills

Cultural fit

Descripción del empleo

The PaperCut Story

At PaperCut, we believe two things: great flat white can change your morning. Now, let's be honest, \"print management\" doesn't usually make people leap out of their chairs. But here at PaperCut, we've turned what used to be the most boring part of IT into one of the most exciting, impactful, and rewarding jobs in tech. How? Simply put: we're a B-Corp certified Australian success story on a mission to make our customers' tech footprint waste-free, easy, and secure. Still founder-led right here in Melbourne, our global footprint spans 195 countries, 100,000 companies, and 140 million end users (that's roughly 1 in every 50 people on the planet!). As we rapidly evolve into cloud, SaaS, and far beyond print, we're looking for senior domain experts and problem solvers to guide the tech roadmap and elevate those around them.

Job Description

As the Regional Support Manager, you will lead, develop, and inspire our regional Customer Support team to deliver exceptional, customer-first service and solve complex technical challenges. Reporting to the Global Head of Support, you will play a critical role in fostering a high-performing culture rooted in psychological safety, empathy, and high engagement. You will act as a pivotal bridge between regional operations and global strategy, ensuring consistent service delivery, driving partner enablement, and stepping in as a hands-on mentor or Incident Manager when critical escalations arise.

What You'll Actually Do

• Lead and Empower the Team: Hire, onboard, coach, and mentor support engineers while driving quarterly engagement and building a supportive, high-performing culture.


• Manage Critical Incidents: Act as the primary Regional Incident Manager during platform disruptions, cloud outages, or \"red button\" events, coordinating cross-regional triage and handoffs.


• Drive Global & Regional Alignment: Contribute to strategic planning within Customer Success and pilot new channels, tooling, and workflows as a champion for global support experiments.


• Ensure Support Excellence: Monitor team SLAs, CSAT, and support metrics across phone, email, and forum channels to maintain an outstanding customer experience.


• Engage & Enable Channel Partners: Support Authorised Solution Centres (ASCs), OEMs, and distributors to scale joint support capability and uphold service obligations.


• Guide Product & Business Growth: Assist team members with complex technical solutions, advocate for maintenance and upgrades, and manage regional budgeting to maintain operational efficiency.

What You Bring To The Table

• Proven People Leadership: Strong experience leading, coaching, and nurturing technical teams with empathy, clear goal setting, and a focus on psychological safety.


• Crisis & Incident Management: Demonstrated ability to manage high-stakes technical escalations, platform outages, and time-zone handoffs calmly and effectively.


• Strategic & Data-Driven Mindset: Skilled in using CSAT metrics and ticket trend analysis to develop preventative solutions and align local efforts with global goals.


• Technical & Business Acumen: Broad understanding of software/cloud support environments, tech stacks, and customer/channel partner ecosystems.


• Exceptional Communication: Strong interpersonal and stakeholder management skills with the ability to communicate across cross-functional and global teams.


• Cultural Fit: A champion for continuous learning, feedback, adaptability, and living customer-centric company values.

Additional Information

Why Join PaperCut?

• Values-Driven Culture: We live by our values: Caring, Honest, Intelligent, and Nimble (CHIN). They aren't just posters on the wall; they guide how we build products and treat each other every day.


• Share in Our Success: When the company thrives, our people do too. We offer a Share the Success bonus to all permanent employees.


• Generous Benefits: Enjoy up to 18 weeks of paid parental leave, flexible hybrid working arrangements, and genuine leave options.


• Authentic DEIB: Our Diversity, Equity, Inclusion, and Belonging initiatives are organic and run by passionate PaperCutters, not mandated from the top down.

The PaperCut Pledge

Ghosting is for Halloween. As a proud Circle Back Initiative Employer, we commit to responding to every single applicant. Our hiring process is designed to be enjoyable, thorough, and fair, giving you the space to show us the best version of yourself.