Manager, Technical Support
Coupa Software, Inc.Business Spend company
Tokyo, JapanManager
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About the role
TL;DR
Manage a Japan-based technical support engineering team, driving operations and customer success.
- •As a Technical Support Manager at Coupa, you will lead and empower our Japan-based support engineering team, driving daily support operations and maintaining excellence across key global performance metrics.
- •You will act as a pivotal link between customer support and cross-functional teams, swiftly navigating critical customer escalations and advocating for our clients' needs.
- •Key Responsibilities Manage a team of support engineers located in Japan.
- •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 SLAs are being met and exceeded.
- •Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution.
- •Collaborate closely with peer managers as part of a global team to ensure regional goals are met.
- •Requirements 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.
- •Outstanding written and verbal communication skills.
- •Ability to manage a team of engineers through technical escalations efficiently and appropriately.
