Vice President, Customer Support

Summary

Join Coupa as the Vice President, Customer Support COE, leading and transforming the global customer support Center of Excellence. Drive a multi-year transformation roadmap focused on operational excellence, workforce engagement, digital innovation, and cross-functional collaboration. Leverage deep expertise in support platforms, customer experience, and performance management to shape scalable, data-driven support models. Elevate both employee and customer satisfaction while influencing executive decisions and driving continuous improvement. This role requires 10+ years of global customer support leadership in SaaS or tech, with a strong track record in operational transformation and change management. Coupa offers a competitive salary and a collaborative, innovative work environment.

Requirements

• 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

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, 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

Benefits

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