Support Manager

Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and food service operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.

The Support Manager will lead a high-tier team of specialists focused on the technical health, data integrity, and backend stability of the Crunchtime platform. This role is designed for a leader who thrives at the intersection of customer advocacy and systems engineering. You will be responsible for managing complex technical escalations, refining the "Support-to-Engineering" pipeline, and ensuring our customers’ mission-critical data remains accurate and connected across our ecosystem.

• Technical Team Leadership: Manage and mentor a team of Technical Support Specialists and Support Analysts. Foster a culture of "Root Cause Analysis," moving the team beyond surface-level ticket resolution to deep-tier system diagnostics.
• System Health & Data Integrity: Oversee the resolution of complex issues involving data synchronization, API behaviors, and third-party platform connections. Act as the final internal escalation point for system-wide technical hurdles.
• Process Engineering: Continuously optimize workflows between Support, Product, and Engineering. Implement sophisticated monitoring and alerting practices to identify platform issues before they impact the broader customer base.
• Technical Advocacy: Collaborate with Product Development to prioritize technical debt and bug fixes based on data-driven trends. Translate complex system limitations into actionable feedback for the product roadmap.
• Reporting & Technical Metrics: Develop and maintain metrics that go beyond volume.
• Cross-functional Collaboration: Partner across the organization to provide technical expertise during high-stakes customer interactions and complex interactions.

• Experience: 3+ years of experience managing a technical support or "Support Engineering" team within a complex SaaS environment.
• Technical Fluency: A strong understanding of how cloud-based software interacts with external systems. Comfort discussing APIs, data mapping, logs, and database structures.
• Systems Thinking: The ability to troubleshoot issues that live "in between" platforms—understanding how a failure in one system impacts the data flow into another.
• Strategic Leadership: Proven ability to coach a team through high-pressure technical incidents while maintaining a focus on long-term process improvement.
• Analytical Rigor: Proficiency in data analysis, with the ability to use SQL or BI tools to identify patterns in system performance or ticket trends.
• Communication: Exceptional ability to bridge the gap between "Developer-speak" and "Customer-speak," translating complex technical failures into clear business impact.

• Restaurant Technology: Familiarity with the unique technical challenges of the hospitality industry (POS systems, inventory data, or labor management).
• Scale
  
  Experience:
  
  Previous leadership in a high-growth cloud company ($100M+ revenue) supporting enterprise-level clients.

• Great mission-driven team members from diverse backgrounds with a strong company culture
• Competitive pay
• Flexible PTO
• Paid company holidays
• Yearly team off-sites
• Medical, dental, and vision benefits (FSA, HSA & HRA options)
• Basic & Voluntary Life Insurance
• Wellness benefits
• Work in an open environment on solutions that are reshaping the way businesses operate
• Ability to have a big impact
• 10 weeks of paid parental leave
• Fitness reimbursement

• Prolonged periods of sitting at a desk
• Prolonged periods of typing and working at a computer
• Ability to listen and speak over the phone or Zoom calls
• High…