Head of Support

Crunchafi

8d•Remote

About The Position

We are seeking a Head of Support to lead and scale a fully functional, customer-centric Support organization. You will create the processes, reporting, and tooling required to deliver consistent service quality, predictable performance, and a best-in-class customer experience. A key component of this role is leading the evaluation, migration, and rollout of a modern ticketing platform, replacing legacy systems and improving routing, automation, insight, and operational efficiency.

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.

Nice To Haves

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.

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 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.