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Hiring companycopado
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Senior Director Customer Support
Bengaluru, India Full-time On-site
About the role
Support COS at Copado builds a world‑class customer support organization that drives AI‑first, 24/7 service for enterprise Salesforce users. The Senior Director will architect and launch the Bangalore support hub, design a follow‑the‑sun model, embed AI tools for case deflection, and create career paths and a continuous learning culture. Bengaluru, India – on‑site, relocation assistance available.
What you’ll do
- Architect and launch Bangalore support hub
- Design and enforce 24/7 follow‑the‑sun model
- Implement swarming and fix‑once processes
- Integrate AI tools for case deflection
- Partner with product and engineering for technical triage
- Build career paths and mentorship programs
- Drive continuous learning culture
What you’ll bring
Bachelor's degree preferred but not required
Nice to have
- 10+ years leading enterprise support teams
- Experience building 24/7 follow‑the‑sun support orgs
- Proven startup transformation track record
- AI integration experience in support workflows
- Deep knowledge of Salesforce ecosystem
- Technical expertise with Git, Jira, Azure DevOps
- Experience with KCS methodology
- Strong people management and career architecture skills