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

* 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 achiev

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