Manager, Global Customer Support

Hybrid, Krakow Office

We are looking for a technical, hands‑on Customer Support Manager to lead our support teams. This role is ideal for a leader who not only manages people and operations, but also actively participates in complex cases, supports agents in real time, and partners closely with Engineering to drive faster, more accurate resolutions.

The mission of Cornerstone’s Global Customer Support team is to empower our customers’ success by delivering world‑class support, timely communication, and high‑quality technical investigation.

In this role you will…

Team Leadership & Day-to-Day Operations

• Lead the daily operations of the support teams, ensuring timely, high‑quality case resolution.
• Act as a technical escalation point — review logs, validate configurations, reproduce issues, and guide agents through advanced troubleshooting.
• Support agents directly on complex or high‑visibility customer issues.
• Maintain healthy case queues and ensure SLAs, TTFR, CSAT and backlog targets are consistently met.

Coaching & Performance Excellence

• Coach both direct and indirect reports to strengthen technical troubleshooting, customer communication, and case ownership.
• Conduct regular 1:1s, performance reviews, and support career development plans.
• Provide continuous feedback to help the team improve accuracy, speed, and customer satisfaction.

Cross‑Functional Collaboration

• Partner closely with Engineering, Product, Cloud Ops and other internal teams to accelerate issue resolution.
• Participate in Root Cause Analyses (RCA) and drive corrective actions.
• Lead or contribute to internal projects focused on tooling, workflows, automation, and operational efficiency.

Process, Quality & Knowledge Management

• Monitor and report on key KPIs: response times, resolution rates, defect trends, and customer sentiment.
• Drive process improvement initiatives based on data, feedback, and observed patterns.
• Promote creation and maintenance of Knowledge Base articles to enhance self‑service.
• Ensure consistent application of support standards, playbooks, and best practices.

Customer Escalations

• Manage escalated or business‑critical customer situations with urgency and professionalism.
• Provide clear, concise communication to customers and stakeholders throughout the incident lifecycle.

Recruitment & Team Enablement

• Recruit, onboard, and develop new team members.
• Build a strong, collaborative, and positive team culture.

Youve got what it takes if you have…

• Minimum 3 years of people management experience in a technical support environment.
• Strong troubleshooting background: logs, API calls, integrations, SQL basics, configurations, cloud/SaaS architecture.
• Experience working with complex SaaS platforms / cloud services.
• Project management experience and strong organizational skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Excellent communication skills in English (both written and spoken).
• Ability to analyze data, identify trends, and drive improvements.
• Demonstrated ability to handle challenging customer interactions.
• Experience with Salesforce or similar support platforms is an asset.
• Experience with Learning Management Systems (LMS) or Learning Experience Platforms (LXP) is a strong plus.
• Bachelor’s degree in computer science or equivalent technical experience is a plus

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:

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI‑powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high‑performing, future‑ready organizations and people today.

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: 177700 - 284300 PLN.

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