Manager, Global Customer Support ) | APJ & EMEA Shift

Cornerstone Research; Kalyani Nagar; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Cornerstone OnDemand is seeking a Manager for Global Customer Support (APJ & EMEA Shift) based in Pune or Hyderabad. You will own team results, onboard cohorts, and ensure coverage across the APJ/EMEA shifts to deliver high customer satisfaction.

Ideal candidates have 3+ years of people management in technical support, strong English, and data-driven decision making. Certification in assigned products within 90 days is expected, with a focus on continuous improvement and operational excellence.

Qualifications

• 3+ years people management in technical support, enterprise SaaS preferred.
• Fluent English.
• Data-fluent: interpret queues, sentiment trends, and coverage.

Responsibilities

• Own team results: throughput and quality, managed weekly reviews.
• Onboard cohorts with structured ramp plans and mentorship.
• Monitor signals like backlog, aging, demand shifts and coverage bands.
• Triage escalations and route complex issues to senior levels with clear handoffs.

Skills

People management

Technical support

Data analysis

Fluent English

Job description

We're looking for a

Manager, Global Customer Support ) | APJ & EMEA Shift

Office Based,Pune Office

Manager – Global CustomerSupport | Pune or Hyderabad | | APJ & EMEA Shift

About Cornerstone OnDemand

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

In this role you will...

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: runcertification-first ramps (L1 30 days · L2 45), pair every new agent witha mentor, and run your first line-ups with your Director present and therunbook in hand — the ritual carries the culture.
Carry the culture personally: Weeklyculture moments with each team’s first week (run with you present), thesix Corner standards, and CritSit escalations de-escalated by picking upthe phone.
Monitor the signals — backlog formation,aging, demand shifts, arrival patterns — and act before they becomemisses; schedule agents against theEMEA shift catalog and hold the100–130% 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), fastrecognition, honest coaching.
Triage escalations within the team — andresolve many personally by getting on the phone with the customer; routetrue escalations to the pod L3 and DEEP with clean, complete handoffs.

You've got what it takes ifyou...

3+ years people management in technicalsupport (enterprise SaaS preferred) with hands-on troubleshootingcredibility; hiring and onboarding experience at pace.
Fluent English.
Certified in the products of your assignedpod area within 90 days — the manager holds the certification, not justthe dashboard.
Data-fluent: queues, coverage strips, andsentiment 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

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.