Manager, Technical Support

Coupa makes companies operate smarter and grow faster. Our leading AI-driven platform connects and optimizes sourcing, purchasing, supply chains, and financial management. More than 3,000 global organizations large and small trust Coupa to transform operating margins, increase efficiencies and growth, optimize cash, and reduce risk.

The Impact of a Manager, Technical Support to Coupa:

As a Manager, Technical Support you will manage a team of highly skilled Treasury support engineers in Ireland and Germany to handle daily case volume and customer escalations ensuring adherence to customer success metrics and support SLAs.

What you will do:

• Manage the daily operations of the EMEA team members, including performance, schedules, case and phone routing and coverage, out of office coordination, etc.
• Hire, develop and evaluate personnel to ensure an efficient business operation and ensure the team has access to tools, methodologies and any resources needed.
• Conduct regular 1:1 meetings and formal reviews with team members to monitor progress, to set expectations and to coach and develop employee skills
• Coordinate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand and with peer managers as part of a global team to ensure regional goals are met
• Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution and managing the communication of new or recurring problems to product management, product development, customer facing employees, and customers
• Identify and implement changes to methods, processes, systems and technologies to improve operational metrics.

What you will bring to Coupa:

• Proven experience in a support management or support operations lead position along with experience working in critical support operations preferably in a SaaS environment.
• Fluency in English with excellent written and verbal communication skills (Fluency in German would be an added advantage) with experience supporting global customers
• Knowledge of software development methodologies, development life-cycles, and use of development tools in a support capacity
• Ability to effectively work within tight schedules and fast paced environment
• Ability to attract, hire and retain high-performing support professionals and to manage a team of engineers through technical escalations efficiently and appropriately
• Ability to be creative and innovative. Discover and lead projects where value can be added to a global organization.

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At Coupa, we’re building a great company that is laser-focused on three core values: ensuring customer success with an obsessive and unwavering commitment to making customers successful, focusing on results with a relentless focus on delivering results through innovation and having a bias for action, and striving for excellence with our commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.

At Coupa, we have a solid and innovative team dedicated to improving the spend management processes of today's dynamic businesses. We celebrate diversity and recognize its value to our customers and employees. Coupa is proud to be an equal-opportunity workplace and affirmative-action employer. Learn more about our commitment to fostering diversity, equity and inclusion at Coupa here . All qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.

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