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. ABOUT CORNERSTONE 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. What You Will Own 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 CritSit 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. What You Bring 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. SUCCESS IN 12 MONTHS Cohorts certified on time coverage band held throughput ramp on plan team sentiment strong from week one zero coverage gaps at go‑live. IN YOUR CORNER Earned Resolution — your team’s standard: it’s resolved when the customer says so, not when the ticket closes. #J-18808-Ljbffr