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Cornerstone OnDemand is seeking a Manager for Global Customer Support to lead teams across the APJ and EMEA shift, based in Pune or Hyderabad. You will own team performance metrics including throughput targets (2.8 cases per agent per day) and quality measures, monitored daily and reviewed weekly at Pod Operations Reviews.
Key responsibilities include:
- Onboarding and developing new support agents through structured certification programs (L1: 30 days, L2: 45 days), pairing each with a mentor and conducting initial line-ups with your Director and runbook in hand.
- Embedding team culture through weekly culture moments during first weeks, reinforcing the six Corner standards, and de-escalating critical situations by directly engaging with customers.
- Monitoring operational signals including backlog formation, aging, demand shifts, and arrival patterns; proactively scheduling agents against the EMEA shift catalog to maintain 100–130% coverage.
- Managing performance through fortnightly 1:1s owned by direct reports, with clear gates tied to throughput and positive customer sentiment (measured via Level AI on 100% of interactions), fast recognition, and honest coaching.
- Triaging and resolving escalations within the team by personally engaging with customers when needed; routing complex escalations to pod L3 and DEEP teams with clean handoffs.
- Developing data fluency around queues, coverage strips, and sentiment trends to inform at least one decision per week.
You will work in a fast-paced environment where Cornerstone's Workforce AI platform serves enterprise customers. The role requires hands-on credibility in technical support, the ability to build psychological safety, and the steady leadership to navigate first-90-days chaos while maintaining clear standards.
Requirements:
- 3+ years of people management experience in technical support, preferably in enterprise SaaS environments, with hands-on troubleshooting credibility.
- Proven hiring and onboarding experience at scale.
- Fluent English.
- Ability to achieve product certification within 90 days in your assigned pod area (the manager holds the certification, not just the dashboard).
- Data fluency with queues, coverage strips, and sentiment trends.
- Builder's energy with a steady hand; psychological safety as your foundation; standards as your frame.
