Vice President, Customer Support COE

coupa-software-inc-ats-1; New York (NY); On-site; USD 165,000 - 235,000; Full time

Benefits offered by this job

Global Wellness Days

Birthday Time-Off

Volunteer Time Off (VTO)

Employee Assistance Program (EAP)

Business Travel Protection

Job summary

Coupa Software, Inc. is seeking a seasoned leader to head the global Customer Support Center of Excellence. You will shape strategy, drive performance, and lead a multi-product support organization in a fast-paced SaaS environment.

Join a global team to advance digital innovations, optimize processes, and elevate customer and employee satisfaction through data-driven transformation and cross-functional collaboration.

Qualifications

• 10+ years of global customer support leadership in SaaS or tech.
• Deep expertise in support platforms, workforce management, and quality systems.
• Advanced degrees and certifications (MBA, Lean, Six Sigma) with familiarity in AI-driven tools.

Responsibilities

• Lead and scale global support Center of Excellence while delivering exceptional customer service across multiple products.
• Drive a multi-year transformation roadmap focused on people, processes, tools, and digital innovation, including AI and automation.
• Foster a high-performance culture through employee engagement and knowledge-sharing programs.
• Collaborate cross-functionally with Product, Engineering, and Customer Success to ensure customer feedback informs improvement initiatives.
• Own key support KPIs, compliance, and escalation management, using data to drive performance and outcomes.

Skills

Global team leadership

Executive communication

Cross-functional collaboration

Strategy development

Education

MBA

Lean Six Sigma

Tools

Salesforce

Zendesk

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 Vice President, Customer Support COE at Coupa

This role leads and transforms global customer support Center of Excellence, driving exceptional service delivery across multiple products in a fast-paced SaaS environment. It owns the strategy and execution of a multi-year roadmap focused on operational excellence, workforce engagement, digital innovation, and cross-functional collaboration. With deep expertise in support platforms, customer experience, and performance management, the leader will shape scalable, data-driven support models that elevate both employee and customer satisfaction. As a senior voice in the organization, this role plays a critical part in influencing executive decisions, managing escalations, and driving continuous improvement.

What You'll Do:

• Lead and scale global support Center of Excellence while delivering exceptional customer service across multiple products.
• Drive a multi-year transformation roadmap focused on people, processes, tools, and digital innovation, including AI and automation.
• Foster a high-performance culture through employee engagement, knowledge-sharing programs, and operational consistency.
• Collaborate cross-functionally with Product, Engineering, and Customer Success to ensure customer feedback informs improvement initiatives.
• Own key support KPIs, compliance, and escalation management, using data to drive performance, quality, and strategic outcomes.

What You'll Bring to Coupa:

• 10+ years of global customer support leadership in SaaS or tech, with a strong track record in operational transformation and change management.
• Deep expertise in support platforms (e.g., Salesforce, Zendesk), workforce management, and quality systems.
• Skilled in customer experience strategy across digital, assisted, and field service channels.
• Proven ability to lead cross-functional, global teams and Centers of Excellence with executive-level communication and influence.
• Holds advanced degrees and certifications (e.g., MBA, Lean, Six Sigma) with familiarity in AI-driven support tools and emerging technologies.

The estimated pay range for this role is: $165,325 - US $235,000

The starting salary for the successful candidate will be based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

At Coupa, we are 100% committed to creating and nurturing an environment that supports your physical, mental, and community well-being. We offer a comprehensive suite of benefits designed to help you and your family thrive:

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.