Manager, Technical Support - 11750

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.