Vice President, Customer Support
Job Summary
Job Description
Coupa is seeking an experienced, strategic, and customer-centric Vice President of Customer Support to lead its global support function and serve as the Site Leader for its Bogotá office. This role is responsible for driving customer satisfaction and operational excellence across all support channels, while fostering a high-performance culture in the Bogotá office. The ideal candidate will have deep experience in SaaS customer support with strong operational and people leadership skills, particularly in multicultural environments. Responsibilities include defining and executing a global customer support strategy, building and scaling support teams, implementing and optimizing support tools and metrics, and partnering cross-functionally to champion customer needs. The position also involves providing executive leadership for the Bogotá office, managing local operations, and acting as a liaison with global leadership.
Must have:
- 10+ years of customer support/experience leadership
- 5+ years in a senior role at a SaaS/tech company
- Proven ability to lead global, distributed teams
- Strong strategic, analytical, and operational skills
- Experience implementing support technologies
- Exceptional interpersonal and leadership abilities
- Bilingual in English and Spanish
Good to have:
- Prior regional/site leadership experience preferred
- Experience based in or willing to relocate to Bogotá
5 skills required
Job Details
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 Vice President, Customer Support at Coupa:
We are seeking an experienced, strategic, and customer-centric Vice President of Customer Support to lead our global support function and serve as the Site Leader for our Bogotá office. This executive will be responsible for driving customer satisfaction and operational excellence across all support channels, while fostering a high-performance culture in our growing Bogotá office.
The ideal candidate combines deep experience in SaaS customer support with strong operational and people leadership, especially in multicultural environments.
What You'll Do:
- Define and execute a global customer support strategy aligned with company goals, overseeing customer support to ensure exceptional response times, resolution rates, and customer satisfaction.
- Build, scale, and develop high-performing support teams across time zones through strategic workforce planning, training, and career development.
- Implement and optimize support tools, processes, and key metrics (e.g., CSAT, NPS, FCR) to drive operational excellence and customer success.
- Partner cross-functionally with Product, Engineering, and Customer Success to champion customer needs and enhance product and service experiences.
- Provide executive leadership for the Bogotá office, supporting culture, talent growth, and alignment of all Value Services functions with global priorities.
- Lead local office operations and act as the primary liaison with global leadership to ensure clear communication, strategic execution, and local empowerment.
What You Will Bring to Coupa:
- 10+ years of customer support or experience leadership, including 5+ years in a senior role at a SaaS or tech company.
- Proven ability to lead global, distributed teams in fast-paced, high-growth environments.
- Strong strategic, analytical, and operational skills with experience implementing support technologies like Zendesk and Salesforce.
- Exceptional interpersonal and leadership abilities; bilingual in English and Spanish.
- Based in or willing to relocate to Bogotá, with prior regional/site leadership experience preferred.
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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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