Product Support Specialist

We're looking for a

This role is Hybrid, Costa Rica

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.

What You Will Own

• Resolve how-do-I, configuration, and known-issue cases across every channel — web, Live Chat, phone — with the Agentforce copilot in the loop on every case.
• Hit the gates: expected throughput (ramp toward 2.8 cases/day) and positive customer sentiment, measured by Level AI iCSAT on 100% of interactions — not a sampled few.
• Live the 15-minute rule: stuck for 15, raise your hand — asking fast is a professional act, not a weakness.
• Offer live contact in the first touch (Connect Live); confirm resolution with the customer before closing (Earned Resolution).
• Escalate cleanly: complete notes, reproduction steps, customer context — the next person never re-asks the customer.
• Feed the knowledge loop: flag KB gaps and draft article stubs when you solve something undocumented.

What You Bring

• 1–2 years customer-facing technical support or equivalent; genuine curiosity about how software works.
• Pod Foundations certification within 30 days — the gate to the queue — and current at every release.
• Clear written and spoken communication; calm under load; empathy that survives a bad day.
• Fluency with modern tooling: Salesforce hygiene, AI-assisted research, Live Chat pace.
• GATES: 30-day certification · throughput + positive iCSAT · progression to L2 at 45-day cert + sustained gates.
• IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.

Our Growing Presence in Costa Rica

Cornerstone is excited to be building a new hub in Costa Rica as part of our continued investment in growing our global talent and capabilities. We are bringing together teams across a variety of functions, creating exciting opportunities for people to join us at the ground floor of this new chapter and help shape how we grow in the region.

We have invested in a new office in Costa Rica, with construction beginning soon, and we expect our presence and capabilities in the region to continue expanding over time. For those joining us now, this is a unique opportunity to help build something from the beginning, work alongside talented colleagues across Cornerstone globally, and be part of our longer-term growth in Costa Rica.

Employment Structure

As we establish our operations in Costa Rica and complete the process to operate under the country’s Free Trade Zone Regime, Cornerstone is partnering with Recluta, our local Employer of Record (EOR).

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 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

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