Job DescriptionAs the Regional Support Manager in our US office in Portland, 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.
QualificationsAdditional InformationWhy 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.
Ready to partner with great leaders and help us save trees? 🌳Apply now-the coffees are on us!Why join PaperCut?- We're guided by our values: Caring, Honest, Intelligent, and Nimble (CHIN). These values are not just a poster on the wall; they're how we build our Products and treat each other
- We offer all permanent employees a Share the Success bonus, which is how our founders give back to the company
- Our newly redesigned PDX office is located across from Waterfront Park and the Hawthorne Bridge. It offers unlimited espresso coffee at our in-house cafe, plenty of healthy snacks, a well-equipped gym and secure bike parking
- PaperCutters are involved in the day-to-day and strategic decisions through extended leadership groups, collaborative decision-making, and a genuine respect for our staff's knowledge and expertise
- Access to our full suite of benefits is available on day one, including high-quality and affordable medical, dental, and vision insurance coverage, a 401(k) with matching employer contribution and no vesting period, four weeks of paid vacation, 12 weeks of paid parental leave, sick and volunteer leave, longevity leave (an extra five days paid leave after every five years), and more
- We truly value inclusivity, with our Diversity, Equity, Inclusion and Belonging team run by PaperCutters, not the executive team
The PaperCut Pledge:Ghosting is for Halloween. We commit to responding to every single applicant. Our hiring process is designed to be enjoyable, thorough, and fair, allowing you to show the best version of yourself.
Ready to trade your old code for code that saves trees? Apply now, the first coffee is on us.
