Process Engineer, Coupa
Customer Support, Software as a Service
Business spending management platform
Be an early applicant
Business spending management platform
1001+ employees
Be an early applicant
1001+ employees
Company mission
To provide a clear idea of business value for clients.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
In 2006, Noah Eisner co-founded Coupa with Ravi Thakur, two fintech start-up specialists as a provider of business spending management (BSM) services. Coupa has grown into its niche with its comprehensive platform allowing companies greater control over their spending, supply network and chain optimization, liquidity management and solutions for payment.
Coupa has been recognized as a leading brand in third party risk management (TPRM). Using artificial intelligence software, its TPRM software takes data from hundreds of sources and generates risk flags across the entire platform, informing the user’s processing decisions.
TPRM integrates into Coupa’s business spending management systems to provide one comprehensive platform, a feat that gives it a definitive edge when it comes to secure management of company funds. Acquired in early 2023 by Thoma Bravo, Coupa is a company to watch, as progress in AI software could open opportunities for greater software automation on its platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jun 2015
$80m
SERIES G
Mar 2014
$40m
SERIES F
Total funding: $169m
Company benefits
- Employee stock purchase program
- Health benefits for employees and their families
- Retirement and savings plans
- Flexible work environment
Company HQ
Town Center, Foster City, CA
Leadership
J. Charles Goodman
(Chairman of the Board, not founder)Serves as Chairman of the Board for multiple companies, including Proofpoint, Anaplan and Bottomline Technologies.
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