Regional Support Manager Melbourne, Australia

Papercut; Melbourne; On-site; 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

• Compensation: AUD 140,000 - AUD 180,000 - yearly

Company Description

The PaperCut Story

At PaperCut, we believe two things: great code can change the world, and a 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: our code saves trees!

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.