Global Customer Support Manager

Lead a founding pod team in Cornerstone’s new Americas hub: hire with us, certify fast, and deliver AMER-shift support customers rave about.

Cornerstone believes human potential grows exponentially when AI works in service of people. Cornerstone Workforce AI is the intelligence platform for workforce readiness — governed, trusted intelligence tied directly to business execution. Global Customer Support is where that promise is kept, one customer at a time.

• Own team results — expected throughput (toward 2.8 cases/agent/day) and quality measures — monitored daily, managed weekly at the Pod Operations Review.
• Onboard the founding cohorts: run certification-first ramps (L1 30 days
  · L2 45), pair every new agent with a mentor, and run your first line-ups with your Director present and the runbook in hand — the ritual carries the culture.
• Carry the culture personally:
  Weekly culture moments with each team’s first week (run with you present), the six Corner standards, and Crit Sit escalations de‑escalated by picking up the phone.
• Monitor the signals — backlog formation, aging, demand shifts, arrival patterns — and act before they become misses; schedule agents against the Americas shift catalog and hold the 100–130% coverage band.
• Performance‑manage with rhythm: fortnightly 1:1s the direct report owns, clear gates (throughput + positive customer sentiment via Level AI on 100% of interactions), fast recognition, honest coaching.
• Triage escalations within the team — and resolve many personally by getting on the phone with the customer; route true escalations to the pod L3 and DEEP with clean, complete handoffs.

• 3+ years people management in technical support (enterprise SaaS preferred) with hands‑on troubleshooting credibility; hiring and onboarding experience at pace.
• Fluent English and Spanish; you coach in both.
• Certified in the products of your assigned pod area within 90 days — the manager holds the certification, not just the dashboard.
• Data‑fluent: queues, coverage strips, and sentiment trends turned into at least one decision a week.
• Builder’s energy with a steady hand: first‑90‑days chaos doesn’t rattle you; psychological safety is your foundation, standards are your frame.

• Cohorts certified on time
• coverage band held
• throughput ramp on plan
• team sentiment strong from week one
• zero coverage gaps at go‑live.

Earned Resolution — your team’s standard: it’s resolved when the customer says so, not when the ticket closes.