Americas Customer Support Hub Director (Costa Rica)

Namely; Mountain View (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

Cornerstone is seeking a senior leader to establish and scale the Americas delivery hub. You will build the Costa Rica site, certify teams, and deliver AMER-shift coverage that ensures a seamless customer experience from day one.

You will run the pod-aligned delivery model, partner with Talent Acquisition for hiring waves, and drive onboarding through certification ramps. You will own culture, certifications, and performance metrics, including iCSAT and sentiment gates, with a focus on fast ramp

Qualifications

• 6+ years leading technical support or customer-facing engineering teams.
• 3+ years of leaders-of-leaders experience.
• Fluent English and Spanish; Costa Rica talent market familiarity is a plus.
• Hands-on ability to read logs and diagnose root cause.
• Ability to coach teams and certify pod-area staff.

Responsibilities

• Lead the Costa Rica GCS site within the global pod model.
• Own onboarding and certification ramp for L1–L3 staff.
• Ensure AMER-shift coverage with 100–130% staffing and follow-the-sun handoffs.
• Foster culture through weekly moments and adherence to Cornerstone standards.
• Manage metrics: MTTR, cases per agent, iCSAT, backlog burn; review weekly.

Skills

Leadership

Enterprise SaaS

Bilingual EN/ES

Data literacy

Coaching & mentoring

Job description

Cornerstone is seeking a senior leader to establish and scale the Americas delivery hub. You will build the Costa Rica site, certify teams, and deliver AMER-shift coverage that ensures a seamless customer experience from day one.

You will run the pod-aligned delivery model, partner with Talent Acquisition for hiring waves, and drive onboarding through certification ramps. You will own culture, certifications, and performance metrics, including iCSAT and sentiment gates, with a focus on fast ramp