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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.