Global Customer Support Manager - Lead, Coach & Scale

Cornerstone OnDemand; Kraków; On-site; PLN 180,000 - 260,000; Full time

Job summary

Cornerstone OnDemand is seeking a seasoned people leader to run a Pod Operations team in the EMEA region. You will own team results, oversee onboarding for new cohorts, and uphold Cornerstone standards while driving culture.

Monitor backlog, coverage, and demand shifts, with regular 1:1 performance reviews and decisive escalation management. Fluent English is required, and you will certify products within 90 days.

Qualifications

• 3+ years people management in technical support (enterprise SaaS preferred).
• Fluent English.
• Certified in products within 90 days by manager.
• Data-fluent: interpret queues, coverage, sentiment trends.

Responsibilities

• Own team results: throughput targets and quality measures.
• Onboard founding cohorts and ramp agents with mentors.
• Uphold Cornerstone standards and culture; lead weekly culture moments.
• Monitor backlog, aging, demand shifts, and schedule coverage.
• Performance-manage with 1:1s; gate throughputs and customer sentiment.
• Triage escalations and route to L3/DEEP with clean handoffs.

Skills

People management

Technical support expertise

Hiring and onboarding

Fluent English

Data-driven decisions

Mentoring/Coaching

Job description

Cornerstone OnDemand is seeking a seasoned people leader to run a Pod Operations team in the EMEA region. You will own team results, oversee onboarding for new cohorts, and uphold Cornerstone standards while driving culture.

Monitor backlog, coverage, and demand shifts, with regular 1:1 performance reviews and decisive escalation management. Fluent English is required, and you will certify products within 90 days.