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Cornerstone is hiring a Manager for Global Customer Support to lead a team delivering enterprise SaaS support at scale. You will own team performance metrics (targeting 2.8 cases per agent per day) and quality standards, monitored daily and reviewed weekly at Pod Operations Reviews.
Key responsibilities include:
- Onboarding new agent cohorts with structured certification ramps (L1: 30 days, L2: 45 days), pairing each agent with a mentor, and conducting initial line-ups with your Director and runbook in hand to embed culture from day one.
- 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—backlog formation, aging, demand shifts, arrival patterns—and proactively scheduling agents against the EMEA shift catalog to maintain 100–130% coverage.
- Managing performance with rhythm: fortnightly 1:1s owned by direct reports, 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 true escalations to pod L3 and DEEP with clean handoffs.
You will work in a high-velocity environment where the first 90 days involve significant change and complexity. Success requires psychological safety as your foundation and clear standards as your frame.
REQUIREMENTS:
- 3+ years of people management experience in technical support, preferably in enterprise SaaS, with hands-on troubleshooting credibility.
- Proven hiring and onboarding experience at pace.
- Fluent English.
- Must achieve product certification within 90 days (the manager holds the certification, not just the dashboard).
- Data fluency: ability to analyze queues, coverage strips, and sentiment trends and translate insights into at least one decision per week.
- Builder's energy with a steady hand; comfort with first-90-days chaos and ability to establish psychological safety and clear standards.
