Global Customer Support Director – Hybrid (Kraków)

Cornerstone Research; Kraków; Hybrid; PLN 309,000 - 495,000; Full time

Job summary

Cornerstone is seeking a Director, Global Customer Support to lead a follow-the-sun pod of 30–55 engineers and 3–5 managers across AMER, EMEA and APAC from the Kraków hybrid office.

You will own customer outcomes, drive CSAT, time to resolution, and backlog health, and partner with Customer Success, Renewals and Sales on at‑risk renewals. You will modernize support with AI and collaborate with Product and Engineering during releases.

Qualifications

• 10+ years in enterprise SaaS technical support or customer operations.
• 5+ years leading managers (second‑line leadership) in a global, multi‑region team.
• Hands‑on experience deploying AI or automation in a support operation with measured results.

Responsibilities

• Own customer outcomes for your Pod, CSAT, time to resolution, first-contact resolution, SLA attainment and backlog health.
• Run the executive escalation process for your Pod and engage with customer executives to close the loop on resolutions.
• Partner with Customer Success, Renewals and Sales on at‑risk renewals; bring Support evidence to the account plan before renewal events.
• Lead 3–5 managers across AMER, EMEA and APAC, set expectations, onboard, and manage transitions during reorganizations.

Job description

Cornerstone is seeking a Director, Global Customer Support to lead a follow-the-sun pod of 30–55 engineers and 3–5 managers across AMER, EMEA and APAC from the Kraków hybrid office.

You will own customer outcomes, drive CSAT, time to resolution, and backlog health, and partner with Customer Success, Renewals and Sales on at‑risk renewals. You will modernize support with AI and collaborate with Product and Engineering during releases.