Escalation Manager

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept - one customer, one case, one conversation at a time. In this role you will...

• Take ownership transfer of escalated cases end-to-end: comms, coordination, and the Engineering partnership - the handover itself is the customer’s proof of escalation.
• Communicate at least daily in plain language, with ETAs from SLOs - and prove we meet them.
• Score every escalation with EIM (Revenue at Risk + Cornerstone Cost); apply the fairness override only in the open, never around the list.
• Serve as the single entry point to the OneList: merge duplicates (raising EIM), and never let an item leave review without an Engineering owner and date.
• De-escalate by voice - a phone call resolves what ten emails cannot; leave every customer knowing who is fighting for them.
• Keep the originating pod informed while keeping them productive - agents stay out of Engineering threads. You’ve got what it takes if you have...
• 4+ years escalation, incident, or critical-situation management in enterprise SaaS.
• Command presence in chaos: structured, calm, relentless follow-through.
• Fluency with EIM economics and SLO discipline; Salesforce rigor.
• Writing that executives trust and customers understand. GATES: escalation cycle time (EIM-weighted) · zero unconfirmed closures · daily-comms compliance · customer confirmation rate. IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution - every customer leaves knowing Cornerstone Support is in their corner.