Director of Service Support

Company Description

CPA Crest Partners partners with CPA firms, B2B service providers, and growth-focused businesses to deliver high-quality, reliable accounting support that enables clarity and scalability. The organization operates as a structured backend partner, ensuring financials are accurate, timely, and ready for decision-making. Core expertise includes multi-entity bookkeeping, month-end close and reporting, clean up and catch-up work, tax preparation support, and process-driven workflows aligned with client systems. CPA Crest Partners helps clients maintain consistency and quality as they scale, strengthening delivery capacity without adding operational overhead. With a dedicated team, strong internal controls, and a focus on precision and efficiency, the firm integrates seamlessly into client workflows to support long-term growth. Role Description The Director of Service Support is a full-time remote role responsible for overseeing service support operations for CPA Crest Partners’ CPA and B2B clients. This role leads the planning and execution of service support programs, ensuring standardized processes, consistent service quality, and effective coordination across internal teams and client stakeholders. Day-to-day responsibilities include managing service queues and escalation paths, monitoring performance metrics, and driving continuous improvement in response times, accuracy, and client satisfaction. The Director will collaborate closely with operations, technical specialists, and client success teams to address complex support issues, optimize resource allocation, and refine workflows that support scalable growth. This role also encompasses budget oversight for the service support function, documentation of best practices, and mentoring team members to uphold strong service standards.

Qualifications

Program Management skills to design, implement, and optimize service support programs and cross-functional initiatives. Analytical Skills to interpret performance data, diagnose root causes of service issues, and drive data-informed improvements. Technical Support experience to oversee resolution of system, workflow, and process-related issues in an accounting and services environment. Budgeting capabilities to manage service support budgets, forecast resource needs, and align spending with organizational priorities. Customer Service skills to maintain high client satisfaction, manage escalations, and build strong, trust-based relationships. Proven leadership experience directing remote teams, setting clear expectations, and fostering accountability and collaboration. Strong communication and stakeholder management skills, with the ability to translate operational details into clear action plans. Experience in professional services, accounting, or financial operations is preferred; familiarity with CPA firm workflows is a plus. Bachelor’s degree in Business, Operations Management, Accounting, or a related field; advanced degree or relevant certifications are beneficial.