Director, Global Customer Support & AI Innovation

Cornerstone OnDemand; Kraków; On-site; PLN 600,000 - 900,000; Full time

Job summary

Cornerstone OnDemand in Kraków seeks a Director of Global Customer Support to lead a follow-the-sun Pod of engineers and managers. You will own customer outcomes, manage CSAT and escalation processes, and partner with Success, Renewals, Sales, and Engineering to drive outcomes across AMER, EMEA and APAC.

The role requires 10+ years in enterprise SaaS support with 5+ years in second-line leadership,plus experience with AI in support and executive-level communications.

Qualifications

• 10+ years in enterprise SaaS technical support or customer operations, including 5+ years leading managers in a global, multi-region team.
• Experience running support for a complex enterprise application (HCM, talent or learning platforms preferred).
• Experience leading an organization through a restructure or offshoring transition while maintaining service levels.
• Hands-on experience deploying AI or automation in a support operation with measurable results.
• Fluency with support data; building dashboards and presenting executive recommendations.

Responsibilities

• Own customer outcomes for your Pod and CSAT, time-to-resolution, SLA attainment and backlog health.
• Lead a global, product-aligned team across AMER, EMEA and APAC; set L1/L2/L3 expectations and handoffs.
• Stand up and integrate teams in new delivery hubs; hire, develop and retain talent with clear career paths.
• Deploy AI-assisted workflows, define deflection targets and report on metrics monthly.
• Own defect and recurring-issue backlog; partner with Product and Engineering on prioritization and releases.
• Present Pod performance and needs to the VP and executive team with data-backed recommendations.

Skills

Enterprise SaaS

Global leadership

Multi-region teams

Executive escalation

AI in support

Customer operations

Analytics & dashboards

Fluent English

Product & Engineering partnership

Offshoring/restructure experience

Tools

Salesforce Service Cloud

Job description

Cornerstone OnDemand in Kraków seeks a Director of Global Customer Support to lead a follow-the-sun Pod of engineers and managers. You will own customer outcomes, manage CSAT and escalation processes, and partner with Success, Renewals, Sales, and Engineering to drive outcomes across AMER, EMEA and APAC.

The role requires 10+ years in enterprise SaaS support with 5+ years in second-line leadership,plus experience with AI in support and executive-level communications.