Manager, Global Customer Support

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

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Cornerstone Workforce AI is the intelligence platform for workforce readiness - governed, trusted intelligence tied directly to business execution. Global Customer Support is where that promise is kept, one customer at a time.

In this role you will...

• Own team results - expected throughput (toward 2.8 cases/agent/day) and quality measures - monitored daily, managed weekly at the Pod Operations Review.

• Onboard the founding cohorts: run certification-first ramps (L1 30 days - L2 45), pair every new agent with a mentor, and run your first line-ups with your Director present and the runbook in hand - the ritual carries the culture.

• Carry the culture personally: Weekly culture moments with each team's first week (run with you present), the six Corner standards, and CritSit escalations de-escalated by picking up the phone.

• Monitor the signals - backlog formation, aging, demand shifts, arrival patterns - and act before they become misses; schedule agents against the EMEA shift catalog and hold the 100-130% coverage band.

• Performance-manage with rhythm: fortnightly 1:1s the direct report owns, clear gates (throughput + positive customer sentiment via Level AI on 100% of interactions), fast recognition, honest coaching.

• Triage escalations within the team - and resolve many personally by getting on the phone with the customer; route true escalations to the pod L3 and DEEP with clean, complete handoffs.

You've got what it takes if you...

• 3+ years people management in technical support (enterprise SaaS preferred) with hands-on troubleshooting credibility; hiring and onboarding experience at pace.

• Fluent English.

• Certified in the products of your assigned pod area within 90 days - the manager holds the certification, not just the dashboard.

• Data-fluent: queues, coverage strips, and sentiment trends turned into at least one decision a week.

• Builder's energy with a steady hand: first-90-days chaos doesn't rattle you; psychological safety is your foundation, standards are your frame.

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [e-mail]