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Cornerstone OnDemand

Global Customer Support Manager

Heredia, Costa RicaPosted 10 days ago

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Lead a founding pod team in Cornerstone's new Americas hub: hire with us, certify fast, and deliver AMER-shift support customers rave about.

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Cornerstone Workforce AI is the intelligence platform for workforce readiness - governed, trusted intelligence tied directly to business execution. Global Customer Support is where that promise is kept, one customer at a time.

What You Will Own
•Own team results - expected throughput (toward 2.8 cases/agent/day) and quality measures - monitored daily, managed weekly at the Pod Operations Review.
•Onboard the founding cohorts: run certification-first ramps (L1 30 days • L2 45), pair every new agent with a mentor, and run your first line-ups with your Director present and the runbook in hand - the ritual carries the culture.
•Carry the culture personally: Weekly culture moments with each team's first week (run with you present), the six Corner standards, and CritSit escalations de-escalated by picking up the phone.
•Monitor the signals - backlog formation, aging, demand shifts, arrival patterns - and act before they become misses; schedule agents against the Americas shift catalog and hold the 100-130% coverage band.
•Performance-manage with rhythm: fortnightly 1:1s the direct report owns, clear gates (throughput + positive customer sentiment via Level AI on 100% of interactions), fast recognition, honest coaching.
•Triage escalations within the team - and resolve many personally by getting on the phone with the customer; route true escalations to the pod L3 and DEEP with clean, complete handoffs.

What You Bring
•3+ years people management in technical support (enterprise SaaS preferred) with hands-on troubleshooting credibility; hiring and onboarding experience at pace.
•Fluent English and Spanish; you coach in both.
•Certified in the products of your assigned pod area within 90 days - the manager holds the certification, not just the dashboard.
•Data-fluent: queues, coverage strips, and sentiment trends turned into at least one decision a week.
•Builder's energy with a steady hand: first-90-days chaos doesn't rattle you; psychological safety is your foundation, standards are your frame.

SUCCESS IN 12 MONTHS Cohorts certified on time • coverage band held • throughput ramp on plan • team sentiment strong from week one • zero coverage gaps at go-live.

IN YOUR CORNER Earned Resolution - your team's standard: it's resolved when the customer says so, not when the ticket closes.

About Cornerstone OnDemand

Size: 1,001 - 5,000 employees
Industry: Technology

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