Manager, Global Customer Support

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

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.