Global Customer Support Manager

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

Lead a founding pod team in Cornerstone’s new Americas hub: hire with us, certify fast, and deliver AMER-shift support customers rave about.

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

• 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 Americas 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.

What You Bring

• 3+ years people management in technical support (enterprise SaaS preferred) with hands‑on troubleshooting credibility; hiring and onboarding experience at pace.
• Fluent English and Spanish; you coach in both.
• 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.

SUCCESS IN 12 MONTHS

• Cohorts certified on time
• coverage band held
• throughput ramp on plan
• team sentiment strong from week one
• zero coverage gaps at go‑live.

IN YOUR CORNER

Earned Resolution — your team’s standard: it’s resolved when the customer says so, not when the ticket closes.