Global Customer Support Senior Manager

Lead the escalation engine: the triage, the shift bands, the One List cadence — and the integrity of the ranking itself.

Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time.

Lead Escalation Managers across shift bands (EMEA Early/Late, APJ, AMER) with 24/7 escalation coverage and clean band-to-band handoffs. Run daily escalation triage: every new escalation scored, owned, and moving within the day. Co-chair the fortnightly One List Accountability Review with Engineering: SLO clocks enforced, red items floated to top, no silent removals. Guard EIM integrity: the tier is the rule (95%), the override is the exception (5%) — and every override is visible and justified.

Hold the line on single-entry: executive bypass attempts are routed back through the list — politely, with the math visible. Develop Esc Mgrs: coaching from Level AI evidence, fortnightly 1:1s, a bench ready for growth.

6+ years support/escalation leadership incl. leading senior ICs; enterprise SaaS incident depth. Executive presence: you brief the ELT during Crit Sits without drama or spin. Operational rigor with data fluency — EIM, SLOs, cycle-time analytics. Backbone with grace: you say no to power on behalf of the math.

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