Director of Support

🕒 Junho 2

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Crunchafi

SiteLinkedInTodas as Vagas

51 - 200 funcionários

☁️ SaaS

🤝 B2B

💸 Finanças

💰 Private equity em 2024-02

SaaS • B2B • Finance

Crunchafi é uma empresa de SaaS que automatiza a contabilidade de arrendamentos e a extração de dados financeiros para empresas de contabilidade e equipes de contabilidade corporativa. Seus produtos simplificam a conformidade com as normas de contabilidade de arrendamentos (ASC 842, IFRS 16, regras GASB), extraem e padronizam dados financeiros de ERPs em saídas de Excel prontas para auditoria e reduzem o trabalho manual com planilhas para que as empresas possam expandir, melhorar a precisão e se concentrar em trabalhos de consultoria de maior valor. Crunchafi enfatiza a segurança (SOC 1/2), a colaboração com clientes e empresas, e o suporte personalizado.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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