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About the Role

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. 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.

Responsibilities

Manage a team of support engineers located in Japan.
Partner with key internal constituents on behalf of the customer.
Manage the daily operations of team members, including performance, schedules, case and phone routing and coverage, out of office coordination, and hiring.
Manage support level and customer success metrics, ensuring support SLAs are 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 for optimal resource allocation 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, set expectations, and coach 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 the team has access to necessary tools, methodologies, and resources.
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.

Requirements

Bachelor’s degree in Computer Science or Business Management with a technical focus.
5+ years of experience working in critical support operations.
4+ years in a 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 a fast-paced environment.
Ability to attract, hire, and retain high-performing support professionals.
Ability to be creative and innovative.
Ability to discover and lead projects where value can be added to a global organization.

Skills

Technical Support
SaaS Management
Customer Escalations
Team Management
Performance Metrics
Operational Workflows
Global Collaboration
Software Development Methodologies
Development Life-cycles
Development Tools

Location

Japan

Work Type

Full-time

Experience Level

5+ years experience working in critical support operations
4+ years in support management or support operations lead position

Education Level

Bachelor’s degree in Computer Science or Business Management with technical focus

Salary/Compensations

¥9,338,000 - ¥13,074,000 a year

About the Company

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.
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.

Equal Opportunity

Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment.
Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.