Process Engineer – Customer Support (SaaS) - 10514
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 Process Engineer to Coupa:
We're looking for a strategic and detail-oriented Process Engineer to optimize, document, and design business processes that support our global customer support organization. You'll work at the intersection of people, tools, and workflows to help our team deliver exceptional experiences to our users
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What you will do:
- Map, analyze, and improve current support workflows, procedures, and escalation paths
- Document business processes in a clear, scalable, and accessible format (e.g. process diagrams, SOPs, training documentation)
- Collaborate with Value Services, IT, Product, and Engineering teams to identify process bottlenecks and areas for automation
- Design efficient new workflows for tools such as ticketing systems, CRM platforms, and help center technologies
- Monitor performance metrics and use data to recommend continuous improvements
- Ensure compliance with quality standards and support policies across global teams
- Champion a culture of operational excellence and service optimization
What you will bring to Coupa:
- 3+ years of experience in process engineering or business operations, preferably in a SaaS or customer support setting
- Proven ability to document and optimize workflows across cross-functional teams
- Proficiency in process modeling tools (e.g. Lucidchart, Visio, or BPMN software)
- Familiarity with support tech stacks (Zendesk, Salesforce Service Cloud, ServiceNow, etc.)
- Strong analytical mindset with excellent communication and stakeholder management skills
- Experience in change management and training support teams on new processes
- Lean Six Sigma or similar process improvement certification
- Experience with workforce management tools or knowledge base design
- Prior exposure to AI tools in customer support environments
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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Perks and Benefits
Health and Wellness
- Health Insurance
- Vision Insurance
- Life Insurance
- Dental Insurance
- FSA With Employer Contribution
- HSA With Employer Contribution
- FSA
- HSA
- Mental Health Benefits
- Virtual Fitness Classes
- Short-Term Disability
- Health Reimbursement Account
Parental Benefits
- Non-Birth Parent or Paternity Leave
- Birth Parent or Maternity Leave
- Adoption Leave
- Fertility Benefits
- Family Support Resources
Work Flexibility
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Some Meals Provided
- Happy Hours
- Company Outings
- Holiday Events
Vacation and Time Off
- Personal/Sick Days
- Volunteer Time Off
- Paid Vacation
- Paid Holidays
Financial and Retirement
- 401(K) With Company Matching
- Pension
- Performance Bonus
Professional Development
- Leadership Training Program
- Mentor Program
- Access to Online Courses
- Lunch and Learns
- Promote From Within
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Unconscious Bias Training
- Diversity, Equity, and Inclusion Program
Company Videos
Hear directly from employees about what it is like to work at Coupa.