Global Customer Support Leader - Enterprise SaaS

EdCast; Kraków; On-site; PLN 190,000 - 240,000; Full time

Job summary

Cornerstone seeks a senior manager for Global Customer Support in Kraków to own team throughput and quality metrics, and to oversee certifications, onboarding, and mentorship for new agents. You will champion Cornerstone standards, lead culture moments, and manage escalations by direct phone handoffs.

We expect 3+ years leading technical support teams, fluent English, and certification in pod-area products within 90 days; data fluency is essential to drive weekly decisions and improvements.

Qualifications

• 3+ years people management in technical support (enterprise SaaS preferred) with hands-on troubleshooting credibility.
• Fluent English.
• Certified in the products of your assigned pod area within 90 days.
• Data-fluent: queues, coverage strips, and sentiment trends used to drive decisions weekly.

Responsibilities

• Own team results, throughput, and quality measures, monitored daily and reviewed weekly.
• Onboard founding cohorts with certification-first ramps and mentor pairing.
• Help carry the Cornerstone culture through weekly culture moments and escalation handling.
• Monitor signals such as backlog, aging, and demand; manage staffing against shift catalog.
• Provide performance management through regular 1:1s and clear gates.
• Triage escalations within the team and route to higher levels with clean handoffs.

Skills

People management

Technical support

Hiring & onboarding

Fluent English

Data analysis

Decision making from data

Job description

Cornerstone seeks a senior manager for Global Customer Support in Kraków to own team throughput and quality metrics, and to oversee certifications, onboarding, and mentorship for new agents. You will champion Cornerstone standards, lead culture moments, and manage escalations by direct phone handoffs.

We expect 3+ years leading technical support teams, fluent English, and certification in pod-area products within 90 days; data fluency is essential to drive weekly decisions and improvements.