Hybrid Global Customer Support Leader

Cornerstone Research; Kraków; Hybrid; PLN 181.000 - 289.000; Vollzeit

Zusammenfassung

Cornerstone Research in Kraków seeks a Manager for Global Customer Support to lead a hybrid team, driving throughput, quality, and culture. You’ll onboard cohorts, mentor agents, and ensure effective escalation pathways under Cornerstone standards.

You will be data‑druent and customer‑focused, owning backlog signals, sentiment trends, and coverage with a strong emphasis on coaching and accountability in an enterprise SaaS environment.

Qualifikationen

• 3+ years people management in technical support (enterprise SaaS preferred).
• Fluent English.
• Certified in the products of your assigned pod area within 90 days — the manager holds the certification, not just the dashboard.
• Data‑fluency: queues, coverage strips, sentiment trends translate into decisions.
• Builder’s energy with a steady hand and focus on psychological safety and standards.

Aufgaben

• Own team results — throughput targets and quality measures, monitored daily and reviewed weekly.
• Onboard founding cohorts with certification-first ramps and mentor pairing.
• Maintain culture through weekly culture moments and Corner standards.
• Monitor signals (backlog, aging, demand, arrivals) and schedule agents to cover the EMEA shift catalog (100–130% coverage).
• Performance‑manage with fortnightly 1:1s, clear gates, recognition, and coaching.
• Triage escalations and route true issues to L3/DEEP with clean handoffs.

Kenntnisse

People management

Fluent English

Data‑driven

Certification‑ready

Jobbeschreibung

Cornerstone Research in Kraków seeks a Manager for Global Customer Support to lead a hybrid team, driving throughput, quality, and culture. You’ll onboard cohorts, mentor agents, and ensure effective escalation pathways under Cornerstone standards.

You will be data‑druent and customer‑focused, owning backlog signals, sentiment trends, and coverage with a strong emphasis on coaching and accountability in an enterprise SaaS environment.