Global Customer Support Director - AI-Driven 24/7 Ops

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

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.