Founding Americas Global Support Lead

Namely; Mountain View (CA); On-site; USD 150,000 - 210,000; Full time

Job summary

Cornerstone is building a new Americas hub and seeks a leader to head a founding pod in customer support. You will hire, certify quickly, and deliver AMER-shift support that customers rave about.

You will own throughput, quality, and the ramp of new agents with mentorship and a runbook in hand. You will fuse culture with performance, ensuring six Corner standards are met while managing escalations and staffing.

Qualifications

• 3+ years people management in technical support (enterprise SaaS preferred).
• Fluent English and Spanish; you coach in both.
• Certified in the pod area products within 90 days.
• Data‑fluency: queues, coverage strips, and sentiment trends.
• Able to triage escalations and resolve issues with customers.

Responsibilities

• Own team results — throughput and quality metrics; manage weekly Pod Operations Review.
• Onboard founding cohorts: run certification ramps and pair with mentors.
• Maintain culture: weekly culture moments and adherence to Corner standards.
• Monitor signals: backlog, aging, demand shifts, and coverage bands.
• Performance‑manage with regular 1:1s and clear gates; de-escalate escalations.

Skills

People management

Technical support

Hiring & onboarding

Bilingual English/Spanish

Job description

Cornerstone is building a new Americas hub and seeks a leader to head a founding pod in customer support. You will hire, certify quickly, and deliver AMER-shift support that customers rave about.

You will own throughput, quality, and the ramp of new agents with mentorship and a runbook in hand. You will fuse culture with performance, ensuring six Corner standards are met while managing escalations and staffing.