Manager, Global Customer Support - Costa Rica

GCS LEADERSHIP · GLOBAL DELIVERY EXPANSION · AMERICAS HUB Manager, Global Customer Support — Costa Rica 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.