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Copado is seeking a Senior Director of Customer Support to build and lead a new support operations hub in Bangalore, India. This is a hands-on leadership role focused on establishing a 24/7 follow-the-sun support center from the ground up.
Key responsibilities include:
**Center Build-Out**: Spearhead rapid establishment and growth of the Bangalore support center, including recruiting and hiring support engineers, contractors, and team leads. Build call center infrastructure and establish operational foundations.
**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 across the organization.
**Culture & Career Architecture**: Build a high-performance culture centered on excellence. Define clear career paths, mentor talent, and ensure continuous technical learning is embedded in the office operations.
**AI & Knowledge Integration**: Champion an "AI-First" support strategy. Ensure knowledge is captured organically using KCS (Knowledge-Centered Service) principles and that teams leverage AI to deflect and resolve issues efficiently.
**Technical Leadership**: Partner with global engineering and product leadership to integrate the Bangalore team into the Product Development Lifecycle (PDLC). Oversee technical triage and resolution protocols using Git, Jira, and Azure DevOps.
**24/7 Operational Excellence**: Establish and maintain round-the-clock support operations with appropriate staffing, escalation protocols, and quality assurance frameworks.
The ideal candidate thrives in startup environments, embraces ambiguity, and has proven experience building support operations at scale. This is a transformational role requiring both strategic vision and hands-on execution.
