We're looking for a

Global Customer Support Director

This role is Hybrid, Costa Rica

Key Responsibilities

• Lead a globally distributed B2B Customer Support organization of up to 60 indirect reports through four Customer Support Managers located in Costa Rica, Poland, India, and the United States, ensuring consistent service quality, productivity, and customer experience across regions.
• Partner with Talent Acquisition to execute phased hiring plans and oversee onboarding, training, and certification through full productivity.
• Ensure effective AMER coverage, maintaining staffing within the 100–130% target band and providing seamless follow-the-sun customer handoffs.
• Own customer experience and productivity results, including resolution time, cases per agent, live-interaction rates, iCSAT, customer sentiment, and backlog reduction.
• Use operational data to make weekly decisions that improve workforce capacity, service quality, team productivity, and customer outcomes.
• Establish AI-enabled support workflows as the operating standard, ensuring disciplined use of Agentforce, Level AI, Salesforce, and Customer 360.
• Lead critical customer escalations, promote strong case ownership, and ensure timely, empathetic resolutions.
• Build a high-performance, customer-first culture through clear expectations, coaching, recognition, and leadership development.
• Partner with Product, Engineering, Customer Success, and global support leaders to address recurring issues and improve products and support processes.
• Represent the voice of the customer at the leadership level and ensure frontline insights are incorporated into business and product decisions.

Requirements

• 6+ years of experience leading technical support or customer-facing engineering teams in an enterprise SaaS environment, including at least 3 years managing other people leaders.
• Proven experience leading geographically distributed B2B customer support teams across multiple regions, cultures, and time zones.
• Experience managing an organization of comparable scale, ideally with 50 or more indirect reports.
• Demonstrated ability to improve customer experience and operational productivity through data-driven leadership, workforce planning, coaching, process optimization, and technology.
• Strong understanding of enterprise B2B customer expectations, including service-level commitments, complex escalations, stakeholder communication, and long-term customer relationships.
• Experience building a new support site, launching a new operation, or rapidly scaling customer-facing teams is strongly preferred.
• Strong Salesforce knowledge and disciplined use of customer support, case management, and reporting tools.
• Fluent English and Spanish, with the ability to influence customers, employees, and senior stakeholders across regions.
• A data-driven operating mindset, with the ability to translate coverage models, queue signals, productivity metrics, customer sentiment, and service trends into timely operational decisions and measurable improvements.

Our Growing Presence in Costa Rica

Cornerstone is excited to be building a new hub in Costa Rica as part of our continued investment in growing our global talent and capabilities. We are bringing together teams across a variety of functions, creating exciting opportunities for people to join us at the ground floor of this new chapter and help shape how we grow in the region.

We have invested in a new office in Costa Rica, with construction beginning soon, and we expect our presence and capabilities in the region to continue expanding over time. For those joining us now, this is a unique opportunity to help build something from the beginning, work alongside talented colleagues across Cornerstone globally, and be part of our longer-term growth in Costa Rica.

Employment Structure

As we establish our operations in Costa Rica and complete the process to operate under the country’s Free Trade Zone Regime, Cornerstone is partnering with Recluta, our local Employer of Record (EOR).

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.

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