Sr. Director, Customer Support- 10427

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 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

Global Well-Being Perks (For All Employees Globally)

• Global Wellness Days: Enjoy two designated, company-wide paid wellness days off each year (typically the first Friday in March and the last Friday in September) so the entire global team can unplug, step away, and recharge together.
• Birthday Time-Off: Celebrate your day! Coupa provides a paid day off on your birthday or another day of your choice within your birthday month.
• Volunteer Time Off (VTO): Giving back is in our DNA. We offer 40 hours of paid VTO annually to support the community initiatives and volunteer programs you are passionate about.
• Employee Assistance Program (EAP): Access free, confidential, 24/7/365 counseling and resources for emotional support, work-life solutions, financial advice, legal guidance, and support for new parents.
• Business Travel Protection: Travel with peace of mind. Zurich Travel Assist provides medical, safety, pre-trip planning, and emergency support during any business travel.
• Referral Bonus Program: Share the Coupa experience! Receive generous monetary referral bonuses when you successfully refer talented friends or acquaintances who are hired into open roles.

Please note: In addition to these global well-being perks, Coupa offers highly competitive, location-specific benefits packages (which include comprehensive medical/dental insurance, retirement/pension plans, and life or accident protection) tailored to your primary work location. Your recruiter will walk you through the specific regional benefits package for this role during the interview process.

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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