Senior Director Customer Support

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.

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: Spearhead the rapid establishment and growth of our Bangalore support center, including recruiting, hiring, building call center infrastructure and onboarding a diverse team of support engineers, contractors, and leads.
• Operational Transformation: Drive organizational change by implementing best-in-class support frameworks, including Swarming models for complex issue resolution and a "Fix Once" mandate to institutionalize knowledge management.
• Culture & Career Architecture: Build a culture of "Excellence is not an accident." You will be responsible for defining clear career paths, mentoring talent, and ensuring continuous technical learning is the heartbeat of the office.
• AI & Knowledge Integration: Champion an "AI-First" support strategy. You will ensure that knowledge is captured organically as part of the support process (KCS principles) and that our teams leverage AI to deflect and resolve issues efficiently.
• Technical Leadership: Partner with global engineering and product leadership to ensure the Bangalore team is deeply integrated into the Product Development Lifecycle (PDLC). You will oversee technical triage and resolution protocols utilizing Git, Jira, and Azure DevOps.
• 24/7 Operational Excellence: Design and enforce a global "Follow-the-Sun" support model that ensures high-tier coverage, seamless handoffs, and consistent SLA achievement for our enterprise customers.

What We're Looking For

• Startup DNA: Proven experience in a high-growth startup environment. You understand how to build from scratch and have a high bias for action—you are not risk-averse.
• Transformation Track Record: Demonstrated experience leading organizational transformation projects; you know how to shift culture and process from reactive to proactive.
• AI Fluency: You are AI-literate and know how to integrate AI tools into support workflows to drive efficiency and case deflection.
• Technical Depth: You understand the modern technical stack, including Git, Jira, and Azure DevOps. You have a thorough understanding of the product development lifecycle and can coach others on these concepts.
• Strategic Leadership: Experience building out teams, mentoring managers, and fostering a culture of continuous learning and high performance.
• Operational Rigor:  We are going to build a center that quickly gets a customer to a human being that can help.
• Customer Service:  Candidates will have to build based on the Copado way.  A mandate to help with an unwavering commitment to resolve customer issues. We are looking for a leader that understands excellence is not an accident.
• Salesforce Support Leadership: Experience leading enterprise support teams within the Salesforce ecosystem.

• Follow-the-Sun / 24/7: Proven success in designing and managing global, 24/7 follow-the-sun support organizations.
• Knowledge-Centered Service (KCS): Deep experience in building organizations that treat knowledge as a primary output of the support process.
• DevOps Experience: A strong background in DevOps principles and practices is considered a major plus.
• Foundational Expertise: Deep background in establishing support centers from scratch, incorporating operational discipline for ticket resolution and client interactions.
• Experience Building out an new fashioned call center complete with autonomous voice agents speaking to customers and handing over to humans.