Escalation Manager

The Escalation Manager, Global Customer Support, isresponsible for ensuring the successful resolution of Cornerstone's mostcritical customer issues by owning escalated cases end-to-end and drivingaccountability across internal teams. This role serves as the single point ofcontact for customer escalations, ensuring clear communication, effectivecoordination with Engineering and support partners, and relentlessfollow-through until the customer confirms resolution.
As an Escalation Manager, you are expected to beindependent, self-motivated, proactive, results-oriented, and highly customerfocused. You will represent Cornerstone with command presence in high-pressuresituations, help protect customer relationships, and ensure every escalation ismanaged with urgency, transparency, and care. In addition to day-to-day caseownership, you will contribute to process improvement, customer advocacy, andthe continuous strengthening of our global support organization.

In this role you will...

• Own escalated defect cases end-to-end, serving as the single point of contact for customers and ensuring consistent, proactive communication until resolution is confirmed.
• Assess, prioritize, and consolidate defect escalations based on business impact, revenue risk, and customer experience.
• Partner closely with Engineering, Product, and cross-functional teams to drive resolution, remove blockers, and ensure every escalation has an assigned owner and expected fix date.
• Use clear, plain-language communication - including live calls when needed - to de-escalate urgent situations and maintain customer confidence.
• Track escalation trends, cycle times, and outcomes to support reporting, process improvement, and customer advocacy.

You've got what it takes if you have...

• 4+ years in customer-facing, escalation, or incident management roles within an enterprise SaaS environment.
• Proven ability to manage high-pressure situations with calm, structure, and strong follow-through.
• Strong written and verbal communication skills across customer, executive, and technical audiences.
• Ability to build collaborative relationships across Support, Engineering, Product, and other cross-functional teams.
• Strong prioritization, problem-solving, and case management skills with a customer-first mindset.
• Advanced troubleshooting of enterprise SaaS/web applications.
• Hands-on experience analyzing HAR files and browser Developer Tools, including Network, Console,
• Application/Storage, and Performance information.
• Understanding of SCORM, AICC, xAPI, and eLearning content communication.
• Experience troubleshooting enterprise integrations, SSO, data synchronization, and third-party interfaces.
• Ability to interpret application logs, stack traces, API responses, and database records.
• Experience working with enterprise Learning Management Systems (LMS), Learning Experience Platforms (LXP),
• Performance Management, Talent Management, or other large-scale HR/SaaS applications is strongly preferred.
• Bachelor's degree or equivalent experience.

Bonus if you have....

• Proficiency with SQL and relational databases.
• Understanding of HTTP/HTTPS, REST APIs, JSON, request/response processing, cookies, sessions, headers, authentication, and web application architecture.
• Working knowledge of HTML, JavaScript, and CSS for troubleshooting application and browser-side issues.

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