Director, Global Customer Support

We're looking for a

Director, Global Customer Support

This role is Hybrid, Poland

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...

• Serve as senior GCS site leader while owning pod-aligned delivery teams within the global pod model — product-aligned, certification-gated, coverage-scheduled.
• Build the site from its first cohort: partner with Talent Acquisition on the hiring waves (managers first, then agents by priority of hire), and own onboarding through the certification ramp — L1 productive in 30 days, L2 in 45, L3/TAM in 90.
• Own EMEA-shift coverage: staff the EMEA shift catalog natively (no night-shift dependency), hold team coverage in the 100–130% band, and run follow-the-sun handoffs where the customer never repeats themselves.
• 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.
• Own the scoreboard for your teams — median time to resolve toward <2 days, 2.8 cases/agent/day, live interactions toward 50%, iCSAT and sentiment gates, backlog burn — reviewed weekly at the Pod Operations Review and monthly at the MBR with one slide, pre-read 24 hours ahead.
• Operate the AI-modernized workflow as the standard: Agentforce Back Door copilot in the loop of every case, Level AI QA on 100% of interactions, and Salesforce/Customer 360 discipline that makes handoffs clean.
• Represent your customers upward: Total Economic Impact scoring honored, OneList accountability supported, and product signals from your teams fed into the Voice of the Customer loop.

You've got what it takes if you...

• 6+ years leading technical support or customer-facing engineering teams in enterprise SaaS, including 3+ years of leaders-of-leaders experience; site-build or rapid-scale experience strongly preferred.
• Fluent English
• Hands-on credibility: you can read a log, question a root cause, and coach a hard case — and you will hold Cornerstone product certification for your pod area yourself.
• Data-fluent operator: coverage strips, queue signals, sentiment trends → at least one decision a week.
• A builder’s temperament: comfortable being the first leader on the ground, hiring your own managers, and turning a plan into a humming site inside two quarters.

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

Total Rewards:

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 309200 - 494700 PLN.

Check us out on LinkedIn, Comparably, Glassdoor, and Facebook!