Senior AI-Driven Product Support Lead

Cornerstone OnDemand; Polska; Híbrido; PLN 55.000 - 75.000; Tempo integral

Resumo da vaga

Cornerstone OnDemand is seeking a seasoned Global Customer Support professional to own complex cases end-to-end—covering integrations, APIs, data issues, and multi-module configuration.

You will deliver Pro Desk as the primary product expert, handle live chat and voice escalations in real time, mentor L1s, and work AI-in-the-loop to close knowledge gaps and improve resolution quality.

Qualificações

• 3+ years technical support with real troubleshooting depth, including logs, APIs and integrations.
• Pod Specialist certification within 45 days; multi-product breadth valued.
• Teaching instinct: you make customers and L1s smarter in every interaction.
• Composure in escalated moments; documentation discipline for smooth handoffs.

Responsabilidades

• Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration.
• Deliver Pro Desk as the primary expert: scheduled 1:1 sessions replacing coaching with product expertise.
• Take escalated Live Chat and voice—real-time expertise when the customer’s business is stuck.
• Reproduce and evidence defects: clean repro steps, logs, breadth data feeding scoring systems.
• Mentor L1s daily; respond quickly to line-ups with confident ownership.
• Work AI-in-the-loop as default: copilot research and drafted responses reviewed to close knowledge gaps.

Conhecimentos

Technical support

Troubleshooting depth

APIs

SSO

Integrations

Data flows

Teaching instinct

Escalation handling

Descrição da vaga

Cornerstone OnDemand is seeking a seasoned Global Customer Support professional to own complex cases end-to-end—covering integrations, APIs, data issues, and multi-module configuration.

You will deliver Pro Desk as the primary product expert, handle live chat and voice escalations in real time, mentor L1s, and work AI-in-the-loop to close knowledge gaps and improve resolution quality.