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

• Spearhead the establishment and growth of the Bangalore support center
• Lead hiring and build modern support infrastructure
• Implement autonomous voice agents with seamless human handovers
• Scale engineering support teams locally
• Drive organizational change using Swarming models and a "Fix Once" knowledge philosophy
• Execute a global 24/7 "Follow-the-Sun" support framework to guarantee SLA achievement
• Champion an "AI-First" support strategy incorporating KCS principles
• Partner with global engineering to integrate support workflows (Git, Jira, Azure DevOps) into the Product Development Lifecycle
• Build a culture of excellence with clear career pathways and continuous technical learning

What We're Looking For

• Proven track record of building enterprise support centers from scratch in high-growth startups
• Leadership experience within the Salesforce ecosystem preferred
• Experience designing support ops leveraging AI voice agents and AI-driven workflows
• Deep expertise in Knowledge-Centered Service (KCS) principles
• Hands-on experience with 24/7 Follow-the-Sun support models
• Understanding of the product development lifecycle and tools (Git, Jira, Azure DevOps)
• Foundational knowledge of DevOps practices
• Unwavering dedication to customer resolution speed and high-touch service
• Strategic mindset for mentoring talent and building high-performance teams