About the role
Manager – Global Customer Support | Pune or Hyderabad | | APJ & EMEA Shift
About Cornerstone OnDemand
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.
In this role you will...
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 EMEA 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.
You've got what it takes if you...
3+ years people management in technical
support (enterprise SaaS preferred) with hands-on troubleshooting
credibility; hiring and onboarding experience at pace.
Fluent English.
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