Regional Support Manager — Lead Incident & Customer Success

Papercut; Portland (OR); On-site; USD 120,000 - 150,000; Full time

Job summary

PaperCut in Portland, US, is hiring a Regional Support Manager to lead our regional Customer Support team and deliver exceptional, customer-first service. You will report to the Global Head of Support and bridge regional operations with global strategy while mentoring engineers during escalations.

Key responsibilities include overseeing critical incidents, driving alignment, and enabling partner channels, all while maintaining high CSAT and strong cross-functional collaboration.

Qualifications

• Proven people leadership with empathy and clear goal setting.
• Crisis and incident management experience in tech.
• Strategic thinking with data-driven decision making.
• Broad understanding of software/cloud support environments.
• Exceptional communication across global teams.
• Strong alignment with customer-centric values.

Responsibilities

• Lead and empower the regional Customer Support team.
• Act as Regional Incident Manager for major platform events.
• Drive global and regional alignment with strategy and channels.
• Monitor SLAs, CSAT, and support metrics across channels.
• Engage channel partners to scale support capabilities.
• Guide product and business growth through regional budgeting.

Skills

People Leadership

Incident Management

Strategic Thinking

Data-Driven Mindset

Customer Success

Interpersonal Skills

Job description

PaperCut in Portland, US, is hiring a Regional Support Manager to lead our regional Customer Support team and deliver exceptional, customer-first service. You will report to the Global Head of Support and bridge regional operations with global strategy while mentoring engineers during escalations.

Key responsibilities include overseeing critical incidents, driving alignment, and enabling partner channels, all while maintaining high CSAT and strong cross-functional collaboration.