Manager, Customer Care

Through the power of trillions of dollars in business spend, Coupa’s mission is to unlock our customers' full potential to do well and do good, anchored in our shared belief that we are smarter together. Our customers, suppliers, and employees
- our Coupanians
- come together to co-create ideas and innovations that impact the power of spend.

Through the power of trillions of dollars in business spend, Coupa’s mission is to unlock our customers' full potential to do well and do good, anchored in our shared belief that we are smarter together. Our customers, suppliers, and employees
- our Coupanians
- come together to co-create ideas and innovations that impact the power of spend.

As Coupa grows rapidly, the need for expansion within the Customer Support organization is required to help scale and better service our customers. We are seeking to recruit a Customer Care Manager to lead a dynamic international team. The Customer Care Manager will be a proven leader with excellent communication and organizational skills. They will proactively shape, develop and deliver on operational requirements and identify strategic Customer Care Programs.

**Responsibilities**:

- Supervising day-to-day operations in the customer care team
- Responding to non-technical queries in a timely manner
- Implementing effective customer service procedures, policies and standards within the Customer Care team
- Maintaining accurate records and documenting all customer service activities and discussions
- Expansion of supplier chat support globally to support core languages
- Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution
- Manage support level and customer success metrics; ensure the support SLA's are being met and exceeded
- Directly oversee a team of highly skilled Customer Care to handle daily case and chat volume
- Hire, develop and evaluate personnel to ensure an efficient business operation
- Coordinate with Support Delivery Managers when issues of a technical nature require Technical Support Involvement
- 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 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

**Required Skills**:

- Bachelor’s degree in Computer Science or Business Management with technical focus
- 5+ years experience working in critical support operations
- 4+ years in support management or support operations lead position, ideally managing developer support resources
- Outstanding written and verbal communication skills. Fluent in Spanish, English (required) and Portuguese (preferred)
- 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 customer service staff through escalations efficiently and appropriately
- Ability to effectively work within tight schedules and in a 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

The culture at Coupa is why Coupa is certified as a “Great Place to Work” by the Great Place to Work organization. At Coupa, we’re building a great company that is laser-focused on three core values:
**ensuring customer success** with an obsessive and unwavering commitment to making customers successful,
**focusing on results** with a relentless focus on delivering results through innovation and having a bias for action, and
**striving for excellence** with our commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.

At Coupa, we have a solid and innovative team dedicated to improving the spend management processes of today's dynamic businesses. We celebrate diversity and recognize its value to our customers and employees. Coupa is proud to be an equal-opportunity workplace and affirmative-action employer. All qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.
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