Crunchafi

Director

• Lead and Scale a Modern Support Organization
• Lead end-to-end Support function serving both external customers and internal stakeholders.
• Design a scalable support model (e.g., Tier 1 / Tier 2 / Tier 3) with clear escalation paths and ownership.
• Hire, coach, and develop a high-performing team; define roles, coverage models, and on-call/escalation expectations.
• Establish consistent support standards and a culture of urgency, accountability, and continuous improvement.
• Own Support Operations, Metrics, and Performance
• Establish, track, and manage core Support KPIs including CSAT, SLA attainment, first response time, time to resolution, and backlog health.
• Create operating rhythms (daily/weekly triage, ticket QA reviews, trend analysis, cross-functional escalation meetings).
• Implement quality assurance standards, coaching processes, and ticket audits to improve consistency and resolution quality.
• Provide executive reporting on performance trends, risks, root causes, and improvement initiatives.
• Design Scalable Support Processes Across Technical, Billing, and Accounting Questions
• Define standard workflows for technical troubleshooting, billing requests (invoice/payment/credits), and product/accounting questions.
• Create escalation and handoff processes to Product/Engineering, Billing/Finance, Customer Success, and other internal teams.
• Build playbooks for issue categorization, severity levels, customer communication, and resolution consistency.
• Partner with stakeholders to reduce friction and ensure support responsibilities and handoffs are clear and measurable.
• Build a scalable self-service strategy including a knowledge base, FAQs, and standardized help content.
• Evaluate ticketing and support tooling options; develop selection criteria aligned to customer and internal needs.
• Lead implementation, including workflows, routing rules and automation.
• Lead platform implementation including workflows, SLAs, routing rules, automation, macros, tagging, and reporting structure.
• Drive rollout planning, change management, training, and adoption measurement across teams.
• Cross-Functional Leadership and Customer Advocacy
• Serve as the voice of Support in cross-functional planning and decision-making.
• Ensure customer-impacting incidents are escalated appropriately with clear internal communications.
• Collaborate with Product, Engineering, Billing/Finance, and Customer Success to drive measurable experience improvements.

Director of Support