Manager, Technical Support - BOGOTA 10737
Bogota, Colombia
Services – Support /
Mid-Senior Level /
Hybrid
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 a Manager, Technical Support at Coupa:
As a Manager, Tech Support this role ensures the seamless operation of LATAM support teams by driving performance, resource allocation, and customer success metrics. With proven expertise in managing technical escalations and leading high-performing teams, the manager fosters a culture of accountability, growth, and innovation. By collaborating globally and aligning with cross-functional stakeholders, they help optimize processes, improve operational efficiency, and elevate the customer experience. Leveraging deep knowledge of SaaS environments and software development life cycles, this leader delivers measurable impact through both operational excellence and strategic improvements.
What You'll Do:
- Oversee daily operations of LATAM support teams (performance, scheduling, case/phone routing, coverage, hiring, and out-of-office coordination).
- Manage customer support metrics, SLAs, escalations, and complaint resolution to ensure customer success.
- Hire, develop, coach, and evaluate team members through regular 1:1s, reviews, and career development.
- Collaborate with global support managers and cross-functional partners to align resources, resolve issues, and improve operations.
- Drive continuous improvements in processes, tools, and methodologies, with strong knowledge of managing in a SaaS environment.
What You Will Bring to Coupa:
- Preferred - Bachelor’s degree in Computer Science or Business Management with technical focus.
- 5+ years in critical support operations, including 4+ years in management or lead roles.
- Strong communication skills and experience supporting global customers in fast-paced environments.
- Proven ability to manage technical escalations, hire, develop, and retain high-performing teams.
- Knowledge of software development life cycles, tools, and methodologies, with a track record of driving innovative, value-add projects.
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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.
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