About this role
Global Customer Support Director
We're looking for a Global Customer Support Director This role is Hybrid, Costa Rica
The founding Support leader of Cornerstone’s new Americas delivery hub: build the site, certify the teams, and deliver AMER-shift coverage that customers feel from day one.
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
- Serve as senior GCS site leader for the new Costa Rica hub while owning pod-aligned delivery teams within the global pod model — product-aligned, certification-gated, coverage-scheduled.
- Build the site from its first cohort: partner with Talent Acquisition on the hiring waves (managers first, then agents by priority of hire), and own onboarding through the certification ramp — L1 productive in 30 days, L2 in 45, L3/TAM in 90.
- Own AMER-shift coverage: staff the Americas shift catalog natively (no night-shift dependency), hold team coverage in the 100–130% band, and run follow-the-sun handoffs where the customer never repeats themselves.
- Cary 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.
- Own the scoreboard for your teams — median time to resolve toward