Escalation Manager

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.

In this role you will...•Take ownership transfer of escalated cases end-to-end: comms, coordination, and the Engineering partnership - the handover itself is the customer's proof of escalation.
•Communicate at least daily in plain language, with ETAs from SLOs - and prove we meet them.
•Score every escalation with EIM (Revenue at Risk + Cornerstone Cost); apply the fairness override only in the open, never around the list.
•Serve as the single entry point to the OneList: merge duplicates (raising EIM), and never let an item leave review without an Engineering owner and date.
•De-escalate by voice - a phone call resolves what ten emails cannot; leave every customer knowing who is fighting for them.
•Keep the originating pod informed while keeping them productive - agents stay out of Engineering threads.

You've got what it takes if you have...
•4+ years escalation, incident, or critical-situation management in enterprise SaaS.
•Command presence in chaos: structured, calm, relentless follow-through.
•Fluency with EIM economics and SLO discipline; Salesforce rigor.
•Writing that executives trust and customers understand.
GATES: escalation cycle time (EIM-weighted) • zero unconfirmed closures • daily-comms compliance • customer confirmation rate.
IN YOUR CORNER Connect Live • Advocate • Relentless • Earned Resolution - every customer leaves knowing Cornerstone Support is in their corner.