Head of Global Customer Support
Location: New Orleans
Reports to: Chief Operating Officer
Type: Full-Time | Global Leadership
About Copado
Copado is the #1 DevOps Platform for Salesforce and the Cloud. We harness the power of native CI/CD and Robotic Testing to drive digital transformation for 1,000+ of the most innovative brands on the planet — from Coca-Cola to eBay to Volkswagen. Our low-code platform unites non-technical admins and pro-code developers on the same system and empowers enterprises to scale end-to-end software delivery across multi-cloud environments.
The impact on your business? 20X faster releases, 94% fewer production bugs and 46% more Salesforce ROI. The impact on your team? No more late nights, weekend war rooms or stressful release days.
The Opportunity
We are hiring a Head of Global Customer Support to lead and transform Copado’s technical support function into a strategic advantage. This is a mission-critical leadership role overseeing a deeply technical, globally distributed team that supports DevOps use cases across CI/CD, Robotic Testing, Git-based workflows, and Salesforce administration.
This leader will combine operational rigor, technical depth, and customer empathy to build a support model that is responsive, proactive, AI-enhanced, and trusted. You will be responsible for defining the vision for support at Copado, implementing scalable operations, and driving the metrics that matter.
Key Responsibilities
Strategic Leadership
- Define a bold, scalable, and customer-centric support vision aligned with Copado’s mission to be the default DevOps platform for Salesforce.
- Drive the evolution from reactive support to proactive, AI-enabled engagement—reducing friction and increasing customer trust.
- Act as the voice of the customer at the executive table, translating support trends into actionable product and business strategy.
Operational Scale
- Build and maintain Tier 1–3 global support operations, including case routing, SLA tracking, incident management, and escalation protocols.
- Lead implementation of AI-powered tools for ticket triage, sentiment analysis, and root cause prediction.
- Develop and enforce standard operating procedures across regions and time zones, ensuring consistent service and accountability.
Customer Experience
- Ensure that every support interaction reflects Copado’s commitment to care, clarity, and speed.
- Foster an environment where customers feel seen, heard, and supported—whether they’re a Salesforce admin, DevOps engineer, or CIO.
- Champion customer empathy and set the tone for how Copado listens and responds across all touchpoints.
Team Leadership
- Manage and scale a high-performing team of DevOps Support Engineers with deep technical backgrounds.
- Design career pathways and skills-based progression plans across regions.
- Cultivate a culture of ownership, feedback, and continuous improvement through regular training, documentation, and retrospectives.
Metrics & Process Improvement
- Define and drive KPIs including CSAT, Time to Resolution (TTR), deflection rates, backlog aging, and engineering dependency rates.
- Establish feedback loops with Product and Engineering to influence roadmap based on real-world usage and pain points.
- Create a continuous improvement culture—using insights to eliminate repeat issues and elevate product quality.
Qualifications
- 15+ years in global technical support leadership, preferably in SaaS, DevOps, or Salesforce ecosystems.
- Proven experience managing technical support for complex software platforms involving CI/CD, APIs, Git workflows, or Salesforce.
- Experience building and leading global, distributed teams with 24x7 coverage and asynchronous collaboration models.
- Strong operational toolkit—deep experience with case management, SLA adherence, documentation standards, and AI-enabled support automation.
- Executive presence and excellent communication skills—able to influence across Product, Engineering, Sales, and the C-suite.
- Familiarity with support tooling: Salesforce Service Cloud, Zendesk, Jira, Confluence, AI Assistants, Knowledge Bases, etc.
Why Join Copado
- Lead the transformation of a technical support team in one of the most dynamic, fast-growing DevOps companies in the world.
- Work alongside world-class product, engineering, and operations leaders who care deeply about excellence and impact.
- Help shape the AI-native support strategy for the Salesforce ecosystem and beyond.
