Director of Support

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Crunchafi

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

💸 Finance

💰 Private equity on 2024-02

SaaS • B2B • Finance

Crunchafi is a SaaS company that automates lease accounting and financial data extraction for CPA firms and corporate accounting teams. Its products simplify compliance with lease accounting standards (ASC 842, IFRS 16, GASB rules), extract and standardize financial data from ERPs into audit-ready Excel outputs, and reduce manual spreadsheet work so firms can scale, improve accuracy, and focus on higher-value advisory work. Crunchafi emphasizes security (SOC 1/2), client-firm collaboration, and white-glove support.

📋 Description

• 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

• 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

• 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