Global Customer Support Manager

Global Customer Support Manager

This role is Hybrid, Costa Rica

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.

Our Growing Presence in Costa Rica

Cornerstone is excited to be building a new hub in Costa Rica as part of our continued investment in growing our global talent and capabilities. We are bringing together teams across a variety of functions, creating exciting opportunities for people to join us at the ground floor of this new chapter and help shape how we grow in the region.

We have invested in a new office in Costa Rica, with construction beginning soon, and we expect our presence and capabilities in the region to continue expanding over time. For those joining us now, this is a unique opportunity to help build something from the beginning, work alongside talented colleagues across Cornerstone globally, and be part of our longer-term growth in Costa Rica.

Employment Structure

As we establish our operations in Costa Rica and complete the process to operate under the country’s Free Trade Zone Regime, Cornerstone is partnering with Recluta, our local Employer of Record (EOR).

Our Culture

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

We have great software and great culture!