Lead and transform global customer support operations at a SaaS company, focusing on operational excellence and employee engagement, while driving innovation and collaboration with other departments.
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 Vice President, Customer Support COE at Coupa
This role leads and transforms global customer support operations, driving exceptional service delivery across multiple products in a fast-paced SaaS environment. It owns the strategy and execution of a multi-year roadmap focused on operational excellence, workforce engagement, digital innovation, and cross-functional collaboration. With deep expertise in support platforms, customer experience, and performance management, the leader will shape scalable, data-driven support models that elevate both employee and customer satisfaction. As a senior voice in the organization, this role plays a critical part in influencing executive decisions, managing escalations, and driving continuous improvement.
What You'll Do:
- Lead and scale global support Center of Excellence while delivering exceptional customer service across multiple products.
- Drive a multi-year transformation roadmap focused on people, processes, tools, and digital innovation, including AI and automation.
- Foster a high-performance culture through employee engagement, knowledge-sharing programs, and operational consistency.
- Collaborate cross-functionally with Product, Engineering, and Customer Success to ensure customer feedback informs improvement initiatives.
- Own key support KPIs, compliance, and escalation management, using data to drive performance, quality, and strategic outcomes.
What You'll Bring to Coupa:
- 10+ years of global customer support leadership in SaaS or tech, with a strong track record in operational transformation and change management.
- Deep expertise in support platforms (e.g., Salesforce, Zendesk), workforce management, and quality systems.
- Skilled in customer experience strategy across digital, assisted, and field service channels.
- Proven ability to lead cross-functional, global teams and Centers of Excellence with executive-level communication and influence.
- Holds advanced degrees and certifications (e.g., MBA, Lean, Six Sigma) with familiarity in AI-driven support tools and emerging technologies.
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.
Please be advised that inquiries or resumes from recruiters will not be accepted.
By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.
Top Skills
Ai-Driven Support Tools
Salesforce
Zendesk
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