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 foodservice 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.

About the role

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.

What you’ll do as a Support Manager

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.

What we’re looking for

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.

Nice to haves

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.

What you’ll get

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
401k employer match
Wellness benefits
Commuter benefits
Work in an open environment on solutions that are reshaping the way businesses operate
Fun team events
Ability to have a big impact
10 weeks of paid parental leave
Fitness reimbursement
Learning & development funds

Essential Physical & Mental Requirements:

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 level of mental concentration and focus

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Compensation:

The annual base compensation range for this position is $90,000 - $100,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $96,750 - $107,500.

Actual compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualifications, education, experience, and location. Crunchtime has a location-based compensation system, so someone doing the same job in a different city might have a different pay range.

Accessibility Accommodation Statement

Crunchtime complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].

Equal Employment Opportunity Statement

At Crunchtime, we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic.

We have an inclusive and diverse workplace where every team member is respected and valued. As a global software development company, we believe that our diverse employee population enriches our work environment.

Join us in our mission to provide the best software solutions to the food industry. We encourage you to apply regardless of your background or experience; even if you don’t meet all the qualifications, because we believe unique experiences and perspectives make us a stronger team.