Senior Director of Customer Support
Customer Support Director
Posted Nov 5
Posted Nov 5
Key facts
Build Copado’s Bengaluru support hub and lead a global, 24/7 AI-first support transformation.
- Field
- Customer support
- Languages required
English
Original job ad
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
Apply now
Support
Bengaluru, India
About the role
Summarised by JobCrawls from the job ad above.
Requirements
- Proven experience building enterprise support centers from scratch in high-growth startups
- Salesforce ecosystem leadership experience preferred
- Experience designing support operations with AI voice agents and AI-driven workflows
- Deep expertise in Knowledge-Centered Service principles
- Hands-on experience with 24/7 follow-the-sun support models
Show 4 more
- Understanding of product development lifecycle and Git, Jira and Azure DevOps
- Foundational knowledge of DevOps practices
- Strong commitment to rapid customer resolution and high-touch service
- Strategic ability to mentor talent and build high-performance teams
Responsibilities
- Establish and grow the Bengaluru support center
- Lead hiring and build modern support infrastructure
- Implement autonomous voice agents with seamless human handovers
- Scale local engineering support teams
- Drive organizational change using Swarming models and a Fix Once knowledge philosophy
Show 4 more
- Deliver a global 24/7 follow-the-sun support framework to meet SLAs
- Advance an AI-first support strategy using KCS principles
- Integrate support workflows and tools into the product development lifecycle with global engineering
- Build clear career pathways and a culture of continuous technical learning
Skills & technologies
Customer Support OperationsSupport Center ScalingAI Voice AgentsSwarmingKnowledge-Centered ServiceFollow-the-sun SupportGitJira
Show 2 more
Azure DevOpsDevOps
About Copado
Copado · 1 open roles
Top locations (all time): Tampere, Finland · 7 · Remote - Global · 4 · Amsterdam, Netherlands · 1 · +4 other locations
| Location | Active listings |
|---|---|
| Tampere, Finland | 7 |
| Remote - Global | 4 |
| Amsterdam, Netherlands | 1 |
| London, United Kingdom | 1 |
| Remote - Finland | 1 |
| Remote - Netherlands | 1 |
| Remote - United Kingdom | 1 |
| Role type | Active listings |
|---|---|
| Product Manager | 2 |
| Account Executive | 1 |
| Data Engineer | 1 |
| Design Principal | 1 |
| Director | 1 |
| Enterprise Account Executive | 1 |
| Frontend Developer | 1 |
| Full Stack AI Developer | 1 |
| Product Manager - DevOps (Salesforce) | 1 |
| Software Engineer | 1 |
| Role level | Active listings |
|---|---|
| Senior | 8 |
| Director | 1 |
| Manager | 1 |
| Mid-Level | 1 |
About the employer
Copado provides a DevOps platform for Salesforce and focuses on accelerating Salesforce development, supporting digital transformation and delivering value to customers.
Core values
Continuous innovationCustomer valueContinuous learningExcellence