Global Customer Support Director

About the role

Cornerstone is seeking a Global Customer Support Director to lead the new Americas delivery hub in Costa Rica. This hybrid role will build the site from the ground up, certify teams, and ensure seamless AMER‑shift coverage from day one.

Key responsibilities

• Serve as senior GCS site leader for the Costa Rica hub, overseeing pod‑aligned delivery teams within the global pod model.
• Partner with Talent Acquisition to hire managers and agents, and own onboarding and certification ramps (L1 in 30 days, L2 in 45, L3/TAM in 90).
• Staff the Americas shift catalog natively, maintain coverage at 100‑130% and manage follow‑the‑sun handoffs.
• Drive culture through weekly moments, Cornerstone standards, and direct escalation handling.
• Own performance scorecards: median time to resolve <2 days, 2.8 cases/agent/day, live interactions 50%, and backlog burn.
• Operate AI‑modernized workflow with Agentforce copilot, Level AI QA, and Salesforce/Customer 360 discipline.
• Represent customers upward through TEI scoring, OneList accountability, and Voice of the Customer feedback.

Required profile

• 6+ years leading technical support or customer‑facing engineering teams in enterprise SaaS, including 3+ years of people‑management experience.
• Fluent English and Spanish; deep familiarity with the Costa Rica talent market is a plus.
• Hands‑on credibility to read logs, diagnose root causes, and coach complex cases while holding Cornerstone product certification.
• Data‑fluent operator comfortable with coverage strips, queue signals, and sentiment trends.
• Builder’s temperament: comfortable being the first leader on site, hiring managers, and delivering a fully operational hub within two quarters.

Required skills

• Salesforce / Customer 360 platform expertise
• AI‑driven workflow and quality assurance tools