Global Customer Support Manager - Americas Hub, Costa Rica

About the role

Cornerstone is building a new Americas hub in Costa Rica and is looking for a Global Customer Support Manager to lead a founding pod team. The role is hybrid and focuses on hiring, certifying and delivering AMER-shift support for customers who rate the service highly. Cornerstone Workforce AI is an intelligence platform for workforce readiness.

Key responsibilities

• Own team results: expected throughput (around 2.8 cases per agent per day) and quality measures, monitored daily and reviewed weekly.
• Onboard founding cohorts: run certification-first ramps (L1 in 30 days, L2 in 45), pair every new agent with a mentor, and run first line-ups with the Director present.
• Carry the culture: weekly culture moments for each team's first week, the six Corner standards, and de-escalating escalations by calling customers.
• Monitor backlog, aging, demand shifts and arrival patterns, and schedule agents against the Americas shift catalog to hold 100-130% coverage.
• Manage performance with fortnightly 1:1s, clear gates (throughput and positive customer sentiment), fast recognition and honest coaching.
• Triage escalations within the team, resolve many personally, and route true escalations to the pod L3 and DEEP with clean handoffs.

Required profile

• 3+ years of people management in technical support (enterprise SaaS preferred) with hands-on troubleshooting credibility.
• Hiring and onboarding experience at pace.
• Fluent English and Spanish, coaching in both.
• Certified in the products of the assigned pod area within 90 days; the manager holds the certification.
• Data-fluent: turns queues, coverage strips and sentiment trends into decisions at least once a week.
• Comfortable in the first 90 days of a new team, with psychological safety and standards as a foundation.