Manager, Technical Support - 11750

Job description

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](https://insde.co/uzoy) 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.