Director, Global Customer Support

EdCast; Kraków; On-site; PLN 500,000 - 900,000; Full time

Job summary

Cornerstone is seeking a Director, Global Customer Support to lead a follow-the-sun Pod of 30 to 55 engineers and 3–5 managers across AMER, EMEA and APAC. You will own customer outcomes from first contact to resolution, drive CSAT, SLAs, escalation management, and strategic engagement with executives.

In this role you will build a global, product-aligned team, hire and develop leaders, and standardize processes.

Qualifications

• Demonstrated ability to lead a large, global support team across regions.
• Experience in enterprise SaaS customer operations and performance metrics.
• Strong data-driven decision making and executive communication.

Responsibilities

• Own customer outcomes for your Pod and ensure CSAT and SLAs are met.
• Lead 3–5 managers across regions in a follow-the-sun model.
• Deploy AI-assisted workflows to improve routing, knowledge generation and deflection.
• Own defect backlog and coordinate with Product and Engineering on fixes.
• Manage workforce planning, capacity, and cost-to-serve targets.
• Present performance and risks to the VP and executive team with data.

Skills

Global leadership

SaaS

Customer support

Executive escalation

AI in support

Job description

The Director, Global Customer Support leads one product Pod of Cornerstone's Global Customer Support (GCS) organization: a global, follow-the-sun team of 30 to 55 support engineers and 3 to 5 managers across AMER, EMEA and APAC. You own the customer outcome for every case in your Pod's product scope, from first contact to confirmed resolution.

In this role you will...

Own customer outcomes for your Pod

• Accountable for CSAT, time to resolution, first-contact resolution, SLA attainment and backlog health for all cases in your product scope.
• Run the executive escalation process for your Pod: engage live with customer executives, lead war rooms on at-risk accounts, and close the loop until the customer confirms resolution.
• Partner with Customer Success, Renewals and Sales on at-risk renewals; bring Support evidence to the account plan before the renewal event, not after.

Build and lead a global, product-aligned team

• Lead 3 to 5 managers across AMER, EMEA and APAC in a follow-the-sun model; set clear L1, L2 and L3 role expectations and handoff standards.
• Stand up the Pod through the current reorganization: integrate transferred teams, onboard backfill and net-new hires in Costa Rica, Poland and India, and hold service levels through the transition.
• Hire, develop and retain talent; build a skills matrix and career path for the Pod; coach managers on performance and engagement.

Modernize Support with AI

• Deploy AI-assisted workflows in your Pod: intelligent routing, agent copilots, AI knowledge generation and self-service deflection.
• Set deflection, productivity-per-engineer and cost-per-case targets for the Pod and report against them monthly.
• Turn your Pod's case data into predictive signals: early-warning triggers, customer health inputs and proactive outreach for strategic accounts.

Strengthen the Product and Engineering partnership

• Own the defect and recurring-issue backlog for your product scope; run the monthly root-cause review with Product and Engineering leaders.
• Prioritize product gaps using case volume, revenue at risk and customer impact; drive closed-loop accountability from customer issue to product fix.
• Serve as the Support voice in product launch readiness for your scope (Workforce AI, Galaxy AI, bundle and Evolve-to-Galaxy migrations).

Run the operation

• Own workforce planning, capacity and shift coverage for the Pod; manage to the delivery-footprint and cost-to-serve targets.
• Standardize operating procedures and knowledge content; make sure every engineer can find and reuse the answer.
• Present Pod performance, risks and asks to the VP and executive team with data and a recommendation, not a status update.

You've got what it takes if you...

• 10+ years in enterprise SaaS technical support or customer operations, including 5+ years leading managers (second-line leadership) in a global, multi-region team.
• A record of running support for a complex enterprise application; HCM, talent or learning platforms strongly preferred.
• Experience leading an organization through a restructure or offshoring transition while holding service levels.
• Hands-on experience deploying AI or automation in a support operation (routing, copilots, knowledge, deflection) with measured results.
• Fluency with support data: you build and read your own dashboards, find root causes, and present a recommendation to executives.
• Proven executive escalation skills: comfortable on a call with a customer CHRO or CIO, and with your own Engineering VP.
• Experience working directly with Product and Engineering on defect prioritization and release readiness.
• Fluent English; able to work across AMER, EMEA and APAC hours as the Pod requires.

Preferred

• Experience with Cornerstone, Saba, SumTotal or comparable HCM and learning platforms.
• Prior leadership of a team in Costa Rica, Poland or India, or experience building a new delivery hub.
• Spanish or Polish language skills, depending on hub location.
• Experience with Salesforce Service Cloud and with knowledge-centered service (KCS) practices.
• Familiarity with renewal and customer-health motions and how Support contributes to retention and expansion.