Crunchafi · 22 hours ago
Head of Support
United States
Full-time
Remote
Lead/Staff, Director/Executive
3+ years expCrunchafi is revolutionizing the world of accounting with innovative cloud-based solutions designed to simplify financial data management. The Head of Support will lead and scale a customer-centric Support organization, establishing processes and metrics to ensure high service quality and performance while implementing a modern ticketing platform.
AccountingCloud Data ServicesSoftware
Responsibilities
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
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
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
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
Qualification
Required
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
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
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
Company
Crunchafi
Crunchafi (pronounced crunch-uh-fy) is transforming accounting with intuitive, cloud-based solutions designed to simplify complex financial processes.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Aquiline Capital Partners
2024-01-10Private Equity
Leadership Team
Ane Ohm
Co-Founder and CEO
Matt Little
Chief Technology Officer
Recent News
2025-04-11
GlobeNewswire News Room
2025-03-13
Company data provided by crunchbase