{"id":1601529,"url":"https://alion.io/job/cornerstone-ondemand-global-customer-support-manager","title":"Global Customer Support Manager","company":{"id":6504,"name":"Cornerstone OnDemand","domain":"cornerstoneondemand.com","url":"https://alion.io/company/cornerstone-ondemand","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Cornerstone","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Heredia, Costa Rica"],"countries":["CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":56000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1152},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-29T12:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-28T04:31:16Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"description":"Lead a founding pod team in Cornerstone’s new Americas hub: hire with us, certify fast, and deliver AMER-shift support customers rave about. ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Cornerstone Workforce AI is the intelligence platform for workforce readiness - governed, trusted intelligence tied directly to business execution. Global Customer Support is where that promise is kept, one customer at a time. What You Will Own\nOwn team results - expected throughput (toward 2.8 cases/agent/day) and quality measures - monitored daily, managed weekly at the Pod Operations Review.\nOnboard the founding cohorts: run certification-first ramps (L1 30 days · L2 45), pair every new agent with a mentor, and run your first line-ups with your Director present and the runbook in hand - the ritual carries the culture.\nCarry the culture personally: Weekly culture moments with each team’s first week (run with you present), the six Corner standards, and CritSit escalations de-escalated by picking up the phone.\nMonitor the signals - backlog formation, aging, demand shifts, arrival patterns - and act before they become misses; schedule agents against the Americas shift catalog and hold the 100-130% coverage band.\nPerformance-manage with rhythm: fortnightly 1:1s the direct report owns, clear gates (throughput + positive customer sentiment via Level AI on 100% of interactions), fast recognition, honest coaching.\nTriage escalations within the team - and resolve many personally by getting on the phone with the customer; route true escalations to the pod L3 and DEEP with clean, complete handoffs. What You Bring\n3+ years people management in technical support (enterprise SaaS preferred) with hands-on troubleshooting credibility; hiring and onboarding experience at pace.\nFluent English and Spanish; you coach in both.\nCertified in the products of your assigned pod area within 90 days - the manager holds the certification, not just the dashboard.\nData-fluent: queues, coverage strips, and sentiment trends turned into at least one decision a week.\nBuilder’s energy with a steady hand: first-90-days chaos doesn’t rattle you; psychological safety is your foundation, standards are your frame. SUCCESS IN 12 MONTHS Cohorts certified on time · coverage band held · throughput ramp on plan · team sentiment strong from week one · zero coverage gaps at go-live. IN YOUR CORNER Earned Resolution - your team’s standard: it’s resolved when the customer says so, not when the ticket closes.","description_format":"text","description_chars":2553,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Education","AI Agents","HR & Recruiting AI"],"lifecycle":[{"event":"open","at":"2026-10-01T19:30:20Z"}],"visa":[],"liveness":{"score":43,"band":"fade","label":"Fading","p_open":1,"p_active":0.774,"p_room":0.55,"age_days":28,"expected_fill_days":27,"reasons":["conf:1","velocity","win:tail","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/cornerstone-ondemand-global-customer-support-manager","json_url":"https://alion.io/job/cornerstone-ondemand-global-customer-support-manager.json","meta":{"generated_at":"2026-10-28T09:03:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11748,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6504},"rest":"https://alion.io/mcp/rest/get_company?id=6504"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcornerstone-ondemand-global-customer-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcornerstone-ondemand-global-customer-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcornerstone-ondemand-global-customer-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cornerstone-ondemand-global-customer-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcornerstone-ondemand-global-customer-support-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1601529}},{"tool":"search_jobs","arguments":{"company":"cornerstoneondemand.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1601529},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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