Regional Support Leader, Global Customer Success

PaperCut Software

Portland (OR)

On-site

USD 120,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Share in Success bonus

Hybrid work

Parental leave 18 weeks

Job summary

PaperCut Software is seeking a Regional Support Manager for our Portland US office. You will lead the regional Customer Support team, guiding them to deliver exceptional, customer‑first service while solving complex technical challenges.

You will report to the Global Head of Support and act as a bridge between regional operations and global strategy. Your responsibilities include incident management, driving alignment with global initiatives, and mentoring engineers to maintain high engagement

Qualifications

Proven experience leading technical teams with empathy and clear goals.
Experience managing high-stakes incidents and cross-timezone handoffs.
Strong CSAT metrics focus and data-driven decision making.
Ability to align regional activities with global strategy.

Responsibilities

Lead and mentor the regional Customer Support team to deliver exceptional service.
Act as Regional Incident Manager during platform disruptions and outages.
Drive alignment between US region and global strategy, pilots new channels and tools.
Monitor SLAs, CSAT, and support metrics across channels to ensure top customer experience.
Engage and enable channel partners to scale support capabilities.