Coupa Software

Technical Support Manager

Coupa Software

full-time

Posted on:

Location Type: Hybrid

Location: Bogota • 🇨🇴 Colombia

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Job Level

Mid-LevelSenior

About the role

  • Oversee daily operations of LATAM support teams (performance, scheduling, case/phone routing, coverage, hiring, and out-of-office coordination).
  • Manage customer support metrics, SLAs, escalations, and complaint resolution to ensure customer success.
  • Hire, develop, coach, and evaluate team members through regular 1:1s, reviews, and career development.
  • Collaborate with global support managers and cross-functional partners to align resources, resolve issues, and improve operations.
  • Drive continuous improvements in processes, tools, and methodologies, with strong knowledge of managing in a SaaS environment.

Requirements

  • Preferred - Bachelor’s degree in Computer Science or Business Management with technical focus.
  • 5+ years in critical support operations, including 4+ years in management or lead roles.
  • Strong communication skills and experience supporting global customers in fast-paced environments.
  • Proven ability to manage technical escalations, hire, develop, and retain high-performing teams.
  • Knowledge of software development life cycles, tools, and methodologies, with a track record of driving innovative, value-add projects.
Benefits
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SaaSsoftware development life cyclecustomer support metricsSLAsescalation managementcase routingperformance managementhiringteam developmentprocess improvement
Soft skills
communication skillsteam leadershipcoachingcollaborationproblem-solvingcustomer successperformance evaluationcareer developmentorganizational skillsadaptability
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Business Management