Senior Director Customer Support

About the Role

We are looking for a visionary, hands-on Country Lead to build, scale, and transform our support operations in Bangalore, India. This is not a "maintenance" role; we are looking for a leader who has "been there and done that"—someone who thrives in startup environments, embraces ambiguity, and is ready to execute an ambitious organizational transformation. You will act as the architect of our Bangalore support hub, responsible for creating a 24/7 follow-the-sun operational model, building a high-performance culture, and instituting a "continuous learning" ecosystem.

What You'll Do

• Center Build-Out & Modern Call Center Architecture: Spearhead the establishment and growth of the Bangalore support center, including hiring, building modern infrastructure with autonomous voice agents and human handovers, and scaling engineering support teams
• Operational Transformation & 24/7 Model: Drive organizational change using Swarming models, a "Fix Once" knowledge philosophy, and a global "Follow-the-Sun" 24/7 support framework to guarantee high-tier SLA achievement
• AI, KCS & Technical Integration: Champion an "AI-First" support strategy incorporating KCS principles, partnering with global engineering to integrate support workflows (Git, Jira, Azure DevOps) into the Product Development Lifecycle
• Culture, Leadership & Career Architecture: Build a culture of excellence by establishing clear career pathways, mentoring talent, and driving continuous technical learning across the office

What We're Looking For

• Support Leadership & Greenfield Build-Outs: Proven track record of building enterprise support centers from scratch in high-growth startup environments, ideally with leadership experience in the Salesforce ecosystem
• Modern Call Center & AI Automation: Experience designing modern support operations that leverage autonomous AI voice agents, seamless human handovers, and AI-driven workflow integrations for rapid case deflection
• Operational Frameworks & KCS Mastery: Deep expertise in Knowledge-Centered Service (KCS) principles, 24/7 Follow-the-Sun models, and proactive organizational transformations
• Technical Depth & DevOps DNA: Hands-on understanding of the product development lifecycle, support tools (Git, Jira, Azure DevOps), and foundational DevOps practices
• Customer Commitment & Strategic Vision: Unwavering dedication to customer resolution speed and high-touch service, paired with a strategic mindset to build high-performance teams

About Copado

Copado is the leading DevOps platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.