Global Customer Support Senior Manager

Namely; Mountain View (CA); On-site; USD 150,000 - 230,000; Full time

Job summary

Cornerstone is seeking a Lead Escalation Manager to oversee global escalation operations within the Cornerstone Support organization. You will manage cross-continental teams, ensure timely triage and transformation of escalations, and maintain integrity of escalation processes with strong, data-driven governance.

You will partner with Engineering to enforce SLOs, coach EscMgrs, and drive a culture of accountability.

Qualifications

• 6+ years support/escalation leadership incl. leading senior ICs.
• Enterprise SaaS incident depth.
• Executive presence to brief the ELT during CritSits without drama or spin.
• Operational rigor with data fluency—EIM, SLOs, cycle-time analytics.

Responsibilities

• Lead Escalation Managers across shift bands with 24/7 escalation coverage and clean handoffs.
• Run daily escalation triage: every new escalation scored, owned, and moving within the day.
• Co-chair the Fortnightly OneList Accountability Review with Engineering: enforce SLO clocks, surface red items, no silent removals.
• Guard EIM integrity: rule-based tiering (95%), overrides must be visible and justified.
• Hold the line on single-entry: executive bypasses routed back through the list with transparent math.
• Develop EscMgrs: coaching from AI evidence, Fortnightly 1:1s, bench ready for growth.

Skills

Escalation leadership

Leadership of senior ICs

Operational rigor

Data fluency

Executive presence

Job description

Lead the escalation engine: the triage, the shift bands, the OneList cadence — and the integrity of the ranking itself.

ABOUT CORNERSTONE

Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time.

What You Will Own

Lead Escalation Managers across shift bands (EMEA Early/Late, APJ, AMER) with 24/7 escalation coverage and clean band-to-band handoffs. Run daily escalation triage: every new escalation scored, owned, and moving within the day. Co-chair the fortnightly OneList Accountability Review with Engineering: SLO clocks enforced, red items floated to top, no silent removals. Guard EIM integrity: the tier is the rule (95%), the override is the exception (5%) — and every override is visible and justified. Hold the line on single-entry: executive bypass attempts are routed back through the list — politely, with the math visible. Develop EscMgrs: coaching from Level AI evidence, fortnightly 1:1s, a bench ready for growth.

What You Bring

6+ years support/escalation leadership incl. leading senior ICs; enterprise SaaS incident depth. Executive presence: you brief the ELT during CritSits without drama or spin. Operational rigor with data fluency — EIM, SLOs, cycle-time analytics. Backbone with grace: you say no to power on behalf of the math.

GATES

escalation % toward <2

• red-SLO count trending down
• zero queue-bypass
• EscMgr engagement and retention

IN YOUR CORNER

Connect Live

• Advocate
• Relentless
• Earned Resolution

— every customer leaves knowing Cornerstone Support is in their corner.