Regional Support Manager
About The Position
The Regional Support Manager leads, develops, and inspires PaperCut’s regional Customer Support team in its Portland, Oregon office. Reporting to the Global Head of Support, the manager promotes a high-performing culture built on psychological safety, empathy, and engagement while connecting regional operations with global strategy. The role also supports partner enablement and may serve as a hands-on mentor or Incident Manager during critical escalations. The manager oversees team development and performance, coordinates incident response and regional handoffs, contributes to global support planning and experiments, monitors service quality across support channels, and works with channel partners. The position also supports complex technical solutions, maintenance and upgrades, and regional budget management.
Requirements
- Experience leading, coaching, and developing technical teams, including clear goal setting and a focus on empathy and psychological safety.
- Demonstrated ability to manage high-stakes technical escalations, platform outages, and time-zone handoffs.
- Ability to use CSAT metrics and ticket trend analysis to develop preventative solutions and align regional work with global goals.
- Broad understanding of software and cloud support environments, technology stacks, and customer and channel-partner ecosystems.
- Strong interpersonal, communication, and stakeholder-management skills, including the ability to work across cross-functional and global teams.
- Commitment to continuous learning, feedback, adaptability, and customer-centric values.
Responsibilities
- Hire, onboard, coach, and mentor support engineers; drive quarterly engagement and foster a supportive, high-performing culture.
- Serve as the primary Regional Incident Manager during platform disruptions, cloud outages, or other critical events, coordinating cross-regional triage and handoffs.
- Contribute to Customer Success strategic planning and champion global support experiments, including pilots of new channels, tools, and workflows.
- Monitor team SLAs, CSAT, and support metrics across phone, email, and forum channels to maintain customer service quality.
- Support Authorised Solution Centres (ASCs), OEMs, and distributors in developing joint support capability and meeting service obligations.
- Assist team members with complex technical solutions, advocate for maintenance and upgrades, and manage regional budgets for operational efficiency.
Benefits
- Share the Success bonus for permanent employees.
- Flexible hybrid working arrangements.
- Up to 18 weeks of paid parental leave, as stated in the job description.
- High-quality, affordable medical, dental, and vision insurance coverage.
- 401(k) with matching employer contribution and no vesting period.
- Four weeks of paid vacation.
- Sick leave and volunteer leave.
- Longevity leave: five additional paid days after every five years.
- Access to the full suite of benefits from day one.
- PDX office amenities include unlimited espresso coffee, healthy snacks, a well-equipped gym, and secure bike parking.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
