Manager, Global Customer Support | APJ & EMEA Shift

Cornerstone OnDemand; Pune District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Cornerstone OnDemand is seeking a Manager – Global Customer Support for Pune or Hyderabad to lead and scale a high-performing team across APJ and EMEA shifts. You will drive throughput, quality, onboarding, and culture while coordinating with the Director to meet global service objectives.

You will onboard cohorts, mentor agents, monitor signals, and optimize coverage. Strong English, data fluency, and a hands-on leadership style are essential to succeed.

Qualifications

• 3+ years people management in technical support (enterprise SaaS preferred).
• Fluent English, written and spoken.
• Certified in the products within 90 days by the manager.
• Data fluency: queues, coverage, sentiment trends, decisions weekly.

Responsibilities

• Own team results and throughput targets and quality metrics.
• Onboard cohorts with certification-first ramps and mentor pairing.
• Uphold culture with weekly sessions and Cornerstone standards.
• Monitor backlog, aging, demand, and scheduling against shift catalog.
• Lead fortnightly 1:1s and perform coaching with clear gates.
• Triage escalations and hand off to L3/DEEP with clean handoffs.
• Take direct action to resolve escalations by contacting customers.

Skills

People management

Fluent English

Data-driven decision making

Customer focus

Job description

This role is Office Based, Pune Office

Manager – Global Customer Support | Pune or Hyderabad | | APJ & EMEA Shift

About Cornerstone OnDemand

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.

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: 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 EMEA 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.

You’ve got what it takes if you...

• 3+ years people management in technical support (enterprise SaaS preferred) with hands-on troubleshooting credibility; hiring and onboarding experience at pace.
• Fluent English.
• 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

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.