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... Responsibilities
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. 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. Requirements
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.
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Escalation Manager in Kraków – pracodawca: EdCast
EdCast to firma, która wierzy, że ludzki potencjał rośnie wykładniczo, gdy sztuczna inteligencja działa na rzecz ludzi. Oferuje możliwości rozwoju zawodowego w dynamicznym środowisku, gdzie pracownicy mają szansę na zdobycie doświadczenia w zarządzaniu skomplikowanymi przypadkami oraz współpracy z zespołem inżynieryjnym. Pracownicy mogą liczyć na wsparcie w zakresie mentoringu oraz dostępu do wiedzy eksperckiej.
