The Escalation Manager Global Customer Support isresponsible for ensuring the successful resolution of Cornerstones mostcritical customer issues by owning escalated cases end-to-end and drivingaccountability across internal teams. This role serves as the single point ofcontact for customer escalations ensuring explicit communication effectivecoordination with Engineering and support partners and relentlessfollow-through until the customer confirms resolution.
As an Escalation Manager you are expected to beindependent self-motivated proactive results-oriented and highly customerfocused. You will represent Cornerstone with command presence in high-pressuresituations help protect customer relationships and ensure every escalation ismanaged with urgency transparency and addition to day-to-day caseownership you will contribute to process improvement customer advocacy andthe continuous strengthening of our global support organization.
In this role you will
- Own escalated defect cases end-to-end serving as the single point of contact for customers and ensuring consistent proactive communication until resolution is confirmed.
- Assess prioritize and consolidate defect escalations based on business impact revenue risk and customer experience.
- Partner closely with Engineering Product and cross-functional teams to drive resolution remove blockers and ensure every escalation has an assigned owner and expected fix date.
- Use clear plain-language communication including live calls when needed to de-escalate urgent situations and maintain customer confidence.
- Track escalation trends cycle times and outcomes to support reporting process improvement and customer advocacy.
Youve got what it takes if you have
- 4 years in customer-facing escalation or incident management roles within an enterprise SaaS environment.
- Proven ability to manage high-pressure situations with calm structure and strong follow-through.
- Strong written and verbal communication skills across customer executive and technical audiences.
- Ability to build cooperative relationships across Support Engineering Product and other cross-functional teams.
- Robust prioritization problem-solving and case management skills with a customer-first mindset.
- Advanced troubleshooting of enterprise SaaS/web applications.
- Hands-on experience analyzing HAR files and browser Developer Tools including Network Console
- Application/Storage and Performance information.
- Understanding of SCORM AICC xAPI and eLearning content communication.
- Experience troubleshooting enterprise integrations SSO data synchronization and third-party interfaces.
- Ability to interpret application logs stack traces API responses and database records.
- Experience working with enterprise Learning Management Systems (LMS) Learning Experience Platforms (LXP)
- Performance Management Talent Management or other large-scale HR/SaaS applications is strongly preferred.
- Bachelors degree or equivalent experience.
Bonus if you have....
- Proficiency with SQL and relational databases.
- Understanding of HTTP/HTTPS REST APIs JSON request/response processing cookies sessions headers authentication and web application architecture.
- Working knowledge of HTML JavaScript and CSS for troubleshooting application and browser-side issues.
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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:
At Cornerstone we believe in AI that works in the service of people amplifying their judgment to drive high-performing future-ready organizations forward. Cornerstone Workforce AI the intelligence platform for workforce readiness brings together workforce and labor market data into a proprietary Cornerstone People Graph translating signals into intelligence targeting learning where it matters developing critical skills and surfacing hidden talent. Delivered as an open enterprise platform across whatever application your people work in every day Cornerstone Workforce AI is built for scale security and trust with certified AI guardrails. As an industry leader Cornerstone is helping approximately 7000 organizations 140M users across 186 countries build continuous workforce readiness.
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