Manager - Global Customer Support ( SaaS )

Cornerstone; Hyderabad, Pune District; Hybrid; INR 2,500,000 - 4,000,000; Full time

Job summary

Cornerstone OnDemand is seeking a Manager Global Customer Support to lead a high-velocity team in Pune or Hyderabad, covering APJ and EMEA shifts. You will own throughput and quality, onboard cohorts with certification-first ramps, and uphold Cornerstone standards while coaching and developing your team.

You will drive data-informed decisions from queue metrics and sentiment trends, triage escalations, and ensure smooth handoffs to senior levels.

Qualifications

• 3+ years of people management in technical support.
• Hands-on troubleshooting credibility.
• Experience hiring and onboarding at pace.
• Fluent English.
• Certified in pod area products within 90 days.
• Data-driven: queues, coverage, and sentiment trends translated into decisions.

Responsibilities

• Own team results: throughput targets and quality measures, monitored daily.
• Onboard the founding cohorts: run certification-first ramps and mentor pairings.
• Uphold culture: weekly culture moments and Corner standards, manage escalations.
• Monitor signals: backlog, aging, demand shifts, arrival patterns; schedule agents per the EMEA shift catalog.
• Performance management with rhythm: 1:1s, clear gates, and coaching.
• Triage escalations within the team and route true escalations to L3 with clean handoffs.

Skills

People management

Technical support

Enterprise SaaS

Hands-on troubleshooting

Hiring & onboarding

Fluent English

Data fluency

Job description

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.