Global Customer Support Senior Manager

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.

Client-provided location(s): Alajuela, Costa Rica

Job ID: CornerstoneOnDemand-req11546

Employment Type: OTHER

Posted: 2026-10-01T21:45:53