Job Summary
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.

Key Responsibilities
Center Build-Out: Spearhead the rapid establishment and growth of our Bangalore support center, including recruiting, hiring, building call center infrastructure and onboarding a diverse team of support engineers, contractors, and leads.
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.




Culture & Career Architecture: Build a culture of "Excellence is not an accident." You will be responsible for defining transparent career paths, mentoring talent, and ensuring continuous technical learning is the heartbeat of the office.
AI & Knowledge Integration: Champion an "AI-First" support strategy. You will ensure that knowledge is captured organically as part of the support process (KCS principles) and that our teams leverage AI to deflect and resolve issues efficiently.
Technical Leadership: Partner with global engineering and product leadership to ensure the Bangalore team is deeply integrated into the Product Development Lifecycle (PDLC). You will oversee technical triage and resolution protocols utilizing Git, Jira, and Azure DevOps.
24/7 Operational Excellence: Design and enforce a global "Follow-the-Sun" support model that ensures high-tier coverage, seamless handoffs, and consistent SLA achievement for o

📌 Senior Director Customer Support (Bengaluru)
🏢 Copado
📍 Bengaluru