Process Engineer – Customer Support

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 onLife at Coupablog 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 usersWhat you will do:Map, analyze, and improve current support workflows, procedures, and escalation pathsDocument 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 automationDesign efficient new workflows for tools such as ticketing systems, CRM platforms, and help center technologiesMonitor performance metrics and use data to recommend continuous improvementsEnsure compliance with quality standards and support policies across global teamsChampion a culture of operational excellence and service optimizationWhat you will bring to Coupa:3+ years of experience in process engineering or business operations, preferably in a SaaS or customer support settingProven ability to document and optimize workflows across cross-functional teamsProficiency 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 skillsExperience in change management and training support teams on new processesLean Six Sigma or similar process improvement certificationExperience with workforce management tools or knowledge base designPrior exposure to AI tools in customer support environmentsCoupa 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.By submitting your application, you acknowledge that you have readCoupa's Privacy Policyand understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time.You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.#J-*****-Ljbffr