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Global Support Operations Manager

1 week ago

Remote, India Cornerstone onDemand Full time
Company Overview

At Cornerstone OnDemand, we are dedicated to delivering exceptional customer experiences. Our commitment to excellence is reflected in the roles we hire for, and this position is no exception. As a Critical Issue Resolution Specialist, you will be at the forefront of our customer support efforts, handling critical situations that require a high level of attention and expertise.

In this role, you will work collaboratively with various internal teams to address and resolve complex customer support situations. Your primary responsibility will be to provide immediate assistance for urgent customer concerns, acting as a bridge between the support team, customer, and various stakeholders. This requires strong leadership skills, the ability to make quick decisions in high-pressure situations, and excellent communication and interpersonal skills.

Job Description

The Critical Issue Resolution Specialist will oversee the escalation triage process, ensuring a high level of customer satisfaction and experience. You will act as a point of escalation for support team members when they encounter complex or sensitive customer issues that require a higher level of intervention. Additionally, you will collaborate with technical support, product, and engineering teams to coordinate the appropriate resources necessary to resolve escalated problems.

Key Responsibilities:
  • Manage critical situations from initial contact through resolution, ensuring a high level of customer satisfaction and experience.
  • Act as a point of escalation for support team members when they encounter complex or sensitive customer issues that require a higher level of intervention.
  • Collaborate with technical support, product, and engineering teams to coordinate the appropriate resources necessary to resolve escalated problems.