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Sr. Director, Customer Support- 10427
Dublin, IRLPosted 10 months ago
hybrid
Job Description
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 Sr Director of Customer Support at Coupa:
We are seeking an experienced, strategic, and customer-centric Sr Director of Customer Support to lead our global support function. This leader will be responsible for driving customer satisfaction and operational excellence across all support channels, while fostering a high-performance culture in our EMEA based team.
The ideal candidate combines deep experience in SaaS customer support with strong operational and people leadership, especially in multicultural environments.
What You'll Do:
- Key Responsibilities:
- Customer Support Leadership (Global):
- Define and execute the global customer support strategy aligned with company objectives and customer success goals.
- Oversee all levels of support (Tier 1-3), ensuring world-class response times, resolution rates, and customer satisfaction.
- Build and scale support teams across multiple time zones, including workforce planning, training, and career development.
- Implement best-in-class support tools, processes, and metrics (e.g., CSAT, NPS, FCR).
- Partner cross-functionally with Product, Engineering, and Customer Success to advocate for customer needs and improve the product experience.
- Lead continuous improvement initiatives to optimize support operations, self-service capabilities, and automation.
- EMEA Site Leadership:
- Serve as the executive leader and ambassador of the Dublin office and other EMEA locations, representing company culture and values.
- Cultivate a strong, inclusive, and collaborative office culture; support talent attraction, retention, and career growth locally.
- Act as the liaison between global leadership and the EMEA sites, ensuring seamless communication and local empowerment.
What You Will Bring to Coupa:
- 10+ years of progressive leadership experience in customer support or customer experience roles, with at least 5 years in a senior/executive capacity at a SaaS or technology company.
- Proven success managing global, distributed support teams in high-growth environments.
- Strong analytical, operational, and strategic thinking skills.
- Experience implementing support technologies (e.g., Zendesk, Salesforce Service Cloud, AI chatbots).
- Exceptional interpersonal and leadership skills, with the ability to inspire and influence cross-functional teams.
- Previous experience leading a regional office or acting as a site leader is highly preferred.
- Based in Dublin or Warsaw highly preferred
- What We Offer:
- A key leadership role in a rapidly growing, mission-driven company
- A high-impact opportunity to shape both customer experience and organizational culture
- Comprehensive benefits, flexible work arrangements, and a dynamic, international team
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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