Optimize Support Workflows as a Process Engineer

2 weeks ago

Dublin, Dublin City, Ireland beBeeEngineer Full time €70,000 - €95,000
Process Engineer Opportunity

Coupa, a leading spend management solutions provider, empowers businesses to make informed decisions and optimize their operations. Our AI-driven total spend management platform offers real-time visibility into direct and indirect spend data across the globe.

Job Overview

We seek a Process Engineer to join our customer support organization in Dublin, Ireland. This role requires collaboration at the intersection of people, tools, and workflows to deliver exceptional user experiences.

Key Responsibilities:
  • 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 cross-functional 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.
Requirements:
  • 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.

As a Process Engineer, you will work closely with cross-functional teams to design and implement efficient workflows that meet our users' needs. If you have a strong analytical mindset, excellent communication skills, and experience in process engineering or business operations, we encourage you to apply.

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