Global Head of Customer Support

coupa-software-inc-ats-1; Dublin; On-site; EUR 160,000 - 210,000; Full time

Benefits offered by this job

Global Wellness Days

Birthday Time-Off

Volunteer Time Off (VTO)

Employee Assistance Program (EAP)

Travel protection

Job summary

Coupa Software, Inc. is seeking an experienced Sr Director of Customer Support to lead our global support function from Dublin, driving customer satisfaction and operational excellence across tiers 1–3.

This executive role requires strategic thinking, cross-functional collaboration, and a track record of scaling distributed teams in a fast‑growth SaaS environment. The role emphasizes building a high‑performance culture across EMEA, leveraging tools like Zendesk and Salesforce Service Cloud, and

Qualifications

• 10+ years of progressive leadership in customer support or experience in SaaS/tech.
• Proven success managing global distributed support teams in high-growth environments.
• Strong analytical, operational and strategic thinking skills.
• Experience implementing support technologies (Zendesk, Salesforce Service Cloud).

Responsibilities

• Define and execute the global customer support strategy aligned with company goals.
• Oversee all levels of support (Tier 1–3) with top-tier response and CSAT/NPS targets.
• Build and scale multi-timezone teams; lead workforce planning and development.
• Lead improvements to self-service, tooling, and automation across support operations.
• Serve as Dublin site leader; foster inclusive, collaborative office culture.

Skills

Customer leadership

Global team management

Analytical thinking

Strategic planning

Executive communication

SaaS experience

Cross‑functional collaboration

People leadership

Operational excellence

Change management

Tools

Zendesk

Salesforce Service Cloud

AI chatbots

Job description

Coupa Software, Inc. is seeking an experienced Sr Director of Customer Support to lead our global support function from Dublin, driving customer satisfaction and operational excellence across tiers 1–3.

This executive role requires strategic thinking, cross-functional collaboration, and a track record of scaling distributed teams in a fast‑growth SaaS environment. The role emphasizes building a high‑performance culture across EMEA, leveraging tools like Zendesk and Salesforce Service Cloud, and