Job Title: Director of Support
Reports to: SVP of Client Operations
Type:Full time, salaried
Location:Remote; with occasional travel requirements
AboutCrunchafi
Crunchafi(formerlyLeaseCrunch) is revolutionizing the world of accounting with easy-to-use, cloud-based solutions designed to simplify complex financial data management. Our products empower CPA firms and financial professionals by streamlining lease accounting, data extraction, and cash flow forecasting, helping them deliver strategic value faster and more efficiently. Trusted by over 750 firms and more than 27,000 companies,Crunchaficombinescutting-edgetechnology with expert support to power the future of accounting.
Our Team
Crunchafiis made up of passionate, forward-thinking professionals committed to transforming the accounting industry. Our teamis dedicated to providinginnovative solutions that simplify accounting processes andprovideactionable financial insights. We value collaboration, creativity, humor, and a shared vision of improving the accounting profession through technology.
Why Join Us?
We are looking for talented individuals to join our growing team and contribute to our mission of empowering CPA firms and financial professionals. AtCrunchafi,you’llbe part of a dynamic, collaborative environment where your ideas are valued, and your growth is supported. We offer a rewarding work/life balance, opportunities for professional development, and a chance to make a real impact in the world of accounting.
Position Overview
We are seeking a Director of Support to lead and scale a fully functional, customer-centric Support organization. You will create the processes, reporting, and toolingrequiredto deliver consistent service quality, predictable performance, and a best-in-class customer experience.
A keycomponentof this role is leading the evaluation, migration, and rollout of a modern ticketing platform, replacing legacysystemsand improving routing, automation, insight, and operational efficiency.
Key Responsibilities
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 andresolutionquality.
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, routingrulesand automation.
Lead platform implementation including workflows, SLAs, routing rules, automation, macros, tagging, and reporting structure.
Drive rollout planning, change management, training, andadoptionmeasurement 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. Required Qualifications
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.
Preferred Qualifications
Experience supporting subscription billing complexity (renewals, usage-based billing, credits).
Experience supporting accounting or compliance-adjacent workflows and customer questions.
Experience partnering closely with Product/Engineering via structured escalation and incident management processes.
Support Operations/CX Operations background and experience implementing automation or AI-assisted support tools. Competencies
Builder mindset and systems thinking
Operational excellence and process discipline
Customer empathy paired with business judgment
Technical fluency and structured problem-solving
Change leadership and cross-functional influence
Strong written and verbal communication 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
