Manager, Global Customer Support

We are looking for a technical, hands-on Customer Support Manager to lead our support teams. This role is ideal for a leader who not only manages people and operations, but also actively participates in complex cases, supports agents in real time, and partners closely with Engineering to drive faster, more accurate resolutions.

The mission of Cornerstone's Global Customer Support team is to empower our customers' success by delivering world-class support, timely communication, and high-quality technical investigation.

In this role you will...

Team Leadership & Day-to-Day Operations

• Lead the daily operations of the support teams, ensuring timely, high-quality case resolution.
• Act as a technical escalation point - review logs, validate configurations, reproduce issues, and guide agents through advanced troubleshooting.
• Support agents directly on complex or high-visibility customer issues.
• Maintain healthy case queues and ensure SLAs, TTFR, CSAT and backlog targets are consistently met.

• Coach both direct and indirect reports to strengthen technical troubleshooting, customer communication, and case ownership.
• Conduct regular 1:1s, performance reviews, and support career development plans.
• Provide continuous feedback to help the team improve accuracy, speed, and customer satisfaction.

• Partner closely with Engineering, Product, Cloud Ops and other internal teams to accelerate issue resolution.
• Participate in Root Cause Analyses (RCA) and drive corrective actions.
• Lead or contribute to internal projects focused on tooling, workflows, automation, and operational efficiency.

• Monitor and report on key KPIs: response times, resolution rates, defect trends, and customer sentiment.
• Drive process improvement initiatives based on data, feedback, and observed patterns.
• Promote creation and maintenance of Knowledge Base articles to enhance self-service.
• Ensure consistent application of support standards, playbooks, and best practices.

• Manage escalated or business-critical customer situations with urgency and professionalism.
• Provide clear, concise communication to customers and stakeholders throughout the incident lifecycle.

• Recruit, onboard, and develop new team members.
• Build a strong, collaborative, and positive team culture.

• Minimum 3 years of people management experience in a technical support environment.
• Strong troubleshooting background: logs, API calls, integrations, SQL basics, configurations, cloud/SaaS architecture.
• Experience working with complex SaaS platforms / cloud services.
• Project management experience and strong organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication skills in English (both written and spoken).
• Ability to analyze data, identify trends, and drive improvements.
• Demonstrated ability to handle challenging customer interactions.
• Experience with Salesforce or similar support platforms is an asset.
• Experience with Learning Management Systems (LMS) or Learning Experience Platforms (LXP) is a strong plus.
• Bachelor's degree in computer science or equivalent technical experience is a plus