Director of Support

Crunchafi

Director of Support leading a customer-centric support organization for Crunchafi, a cloud-based accounting solutions provider. Overseeing team development, process design, and performance management.

Posted 6/2/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

3–5+ years of leadership experience scaling support teams, including hiring and performance management.
Proven experience building support processes from the ground up (SLAs, tiering, escalation models, QA).
Hands-on experience with modern ticketing ecosystems (e.g., Zendesk, Freshdesk, Intercom, Jira Service Management, ServiceNow, Help Scout).
Demonstrated success replacing or modernizing a ticketing platform, including rollout and change management.
Strong operational rigor and data fluency - dashboards, trend analysis, and KPI-driven execution.
Excellent communication skills with the ability to align stakeholders and drive decisions.

Benefits

Comp & perks

Remote work-from-home environment
Competitive salary
Health, dental and vision insurance plans
Flexible time off
401K retirement savings plans for US-based employees, with 3% employer match
Incentive Equity Plan
Professional development opportunities
Dynamic and collaborative work environment with opportunities for growth

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

support processesSLAsescalation modelsquality assuranceticketing ecosystemstrend analysisKPI-driven executiondata fluencyworkflow designautomation

Soft Skills

leadershipcoachingcommunicationcollaborationaccountabilitycontinuous improvementcustomer advocacyproblem-solvingstakeholder alignmentchange management