Team Lead, Technical Support

Karlsruhe, Germany /
Services – Support /
Mid-Senior Level
/ Hybrid
Coupa Software (NASDAQ: COUP), a leader in business spend management (BSM), has been certified as a “Great Place to Work” by the Great Place to Work organization. We deliver “Value as a Service” by helping our customers maximize their spend under management, achieve significant cost savings and drive profitability. Coupa provides a unified, cloud-based spend management platform that connects hundreds of organizations representing the Americas, EMEA, and APAC with millions of suppliers globally. The Coupa platform provides greater visibility into and control over how companies spend money. Customers – small, medium and large – have used the Coupa platform to bring billions of dollars in cumulative spend under management. Learn more at www.coupa.com. Read more on the Coupa Blog or follow @Coupa on Twitter.

Do you want to work for Coupa Software, the world's leading provider of cloud-based spend management solutions? We’re a company that had a successful IPO in October 2016 (NASDAQ: COUP) to fuel our innovation and growth. At Coupa, we’re building a great company that is laser focused on three core values:

1. Ensure Customer Success – Obsessive and unwavering commitment to making customers successful.
2. Focus On Results – Relentless focus on delivering results through innovation and a bias for action.
3. Strive For Excellence – Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.

Requirements:

    • 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 SLA's 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.

Requirements:

    • Bachelor’s degree in Computer Science or Business Management with technical focus
    • 5+ years experience working in critical support operations
    • Previous experience in support management or team lead position
    • Fluency in English and another language such as French, German, Italian or Spanish is required
    • 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.
At Coupa, we have a strong and innovative team dedicated to improving the spend management
processes of today’s dynamic businesses. It’s our people who make it happen, and we strive to
attract and retain the best in every discipline.

We take care of our employees every way we can, with competitive compensation packages, as
well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive
health benefits for employees and their families, a flexible work environment…And much more!

As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, disability, sexual orientation,
gender identity or religion.

Please be advised, inquiries or resumes from recruiters will not be accepted.

By submitting your application you acknowledge that you have read Coupa’s Privacy Policy (www.coupa.com/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.