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 current 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.

📌 Regional Support Manager (Melbourne)
🏢 PaperCut Software
📍 Melbourne