Senior Director Customer Support

About this role

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Skills you'll use

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

Who can apply

• 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

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