Global Customer Support Director

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

The founding Support leader of Cornerstone’s new Americas delivery hub: build the site, certify the teams, and deliver AMER-shift coverage that customers feel from day one.

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.

What You Will Own

• Serve as senior GCS site leader for the new Costa Rica hub while owning pod-aligned delivery teams within the global pod model — product-aligned, certification-gated, coverage-scheduled.
• Build the site from its first cohort: partner with Talent Acquisition on the hiring waves (managers first, then agents by priority of hire), and own onboarding through the certification ramp — L1 productive in 30 days, L2 in 45, L3/TAM in 90.
• Own AMER-shift coverage: staff the Americas shift catalog natively (no night-shift dependency), hold team coverage in the 100–130% band, and run follow-the-sun handoffs where the customer never repeats themselves.
• 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.
• Own the scoreboard for your teams — median time to resolve toward <2 days, 2.8 cases/agent/day, live interactions toward 50%, iCSAT and sentiment gates, backlog burn — reviewed weekly at the Pod Operations Review and monthly at the MBR with one slide, pre-read 24 hours ahead.
• Operate the AI-modernized workflow as the standard: Agentforce Back Door copilot in the loop of every case, Level AI QA on 100% of interactions, and Salesforce/Customer 360 discipline that makes handoffs clean.
• Represent your customers upward: Total Economic Impact scoring honored, OneList accountability supported, and product signals from your teams fed into the Voice of the Customer loop.

What You Bring

• 6+ years leading technical support or customer-facing engineering teams in enterprise SaaS, including 3+ years of leaders-of-leaders experience; site-build or rapid-scale experience strongly preferred.
• Fluent English and Spanish; deep familiarity with the Costa Rica talent market and employment practices is a significant plus.
• Hands-on credibility: you can read a log, question a root cause, and coach a hard case — and you will hold Cornerstone product certification for your pod area yourself.
• Data-fluent operator: coverage strips, queue signals, sentiment trends → at least one decision a week.
• A builder’s temperament: comfortable being the first leader on the ground, hiring your own managers, and turning a plan into a humming site inside two quarters.

Success in 12 Months

Hub live on schedule with all cohorts certified on time

AMER coverage band held every week

team throughput at 2.8 cases/agent/day by ramp completion

attrition <10% in year one

iCSAT at or above global pod average.

IN YOUR CORNER

Advocate — you are the customer’s champion and your people’s first believer; every hire should leave onboarding knowing both.