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.