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Coupa Software, Inc.

Posted 1 month ago

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Manager, Technical Support - 11750

TokyoHybrid

AI Summary

Manages and leads a Japan-based support engineering team, overseeing daily support operations, escalations, performance metrics, hiring, and cross-functional collaboration to ensure customer success in a SaaS environment.

About this role

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.

Why join Coupa?

🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.
🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.
🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.

Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.

The Impact of a Manager, Technical Support at Coupa:

As a Technical Support Manager at Coupa, you will lead and empower our Japan-based support engineering team, driving daily support operations and maintaining excellence across key global performance metrics. In this crucial role, you will act as a pivotal link between customer support and cross-functional teams, swiftly navigating critical customer escalations and advocating for our clients' needs. By optimizing operational workflows, coaching high-performing engineers, and fostering seamless global collaboration, you will safeguard customer success and ensure the reliable execution of our SaaS solutions across the region.

What You’ll Do

  • Manage a team of support engineers that are located in Japan.
  • Partner with key internal constituents on behalf of the customer.
  • Manage the daily operations of the team members, including performance, schedules, case and phone routing and coverage, out of office coordination, hiring, etc.
  • Manage support level and customer success metrics; ensure the support SLAs are being met and exceeded.
  • Manage a team of highly skilled engineers to handle daily case volume and major customer escalations.
  • Hire, develop and evaluate personnel to ensure an efficient business operation.
  • Coordinate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand.
  • Manage the communication of new or recurring problems to product management, product development, customer facing employees, and customers.
  • Conduct regular 1:1 meetings and formal reviews with team members to monitor progress, to set expectations and to coach and develop employee skills.
  • Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution.
  • Identify and implement changes to methods, processes, systems and technologies to improve operational metrics.
  • Ensure team has access to tools, methodologies and any resources needed.
  • Collaborate closely with peer managers as part of a global team to ensure regional goals are met.
  • Have a working knowledge of managing in a SaaS environment.

    • What You Will Bring to Coupa

  • Bachelor’s degree in Computer Science or Business Management with technical focus.
  • 5+ years experience working in critical support operations.
  • 4+ years in support management or support operations lead position, ideally managing developer support resources.
  • Outstanding written and verbal communication skills.
  • Experience supporting global customers.
  • Knowledge of software development methodologies, development life-cycles, and use of development tools in a support capacity.
  • Ability to manage a team of engineers through technical escalations efficiently and appropriately.
  • Ability to effectively work within tight schedules and fast paced environment.
  • Ability to attract, hire and retain high-performing support professionals.
  • Ability to be creative and innovative. Discover and lead projects where value can be added to a global organization.

    • Skills

    Case ManagementCustomer SupportDeveloper SupportGlobal SupportPhone SupportSaaSSupport ManagementSupport Operations

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