Note: The job is a remote job and is open to candidates in USA. Miter helps construction contractors build with confidence by modernizing the HR, finance, and operations systems that support the physical economy. The Associate Customer Support Specialist will serve as the first line of defense for customers, resolving Tier 1 cases across payroll, taxes, HR, and benefits while providing clear, empathetic support across phone, email, and ticket channels.
Responsibilities
- Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits for Miter's customer base
- Support customers across multiple channels, phone, email, and tickets, meeting them wherever they reach out. Comfort talking customers through issues live on the phone is a must for this role
- Ramp quickly on Miter's product, ticketing tools, and knowledge base — shadowing Specialists early, then resolving tickets independently within weeks
- Use troubleshooting frameworks and internal resources to diagnose issues, ask the right clarifying questions, and deliver clear, empathetic responses
- Stay with the ticket: follow up proactively, loop in Specialists when needed, and make sure nothing falls through the cracks
- Develop a product specialization over time, contributing to team SLAs and handling 60–70% of assigned tickets without escalation by month two
Skills
- • 0–2 years in a customer-facing role (support, success, retail, hospitality, or similar) — non-traditional backgrounds welcome if the communication and learning bar is met
- • Must be located in or able to work PST hours (MST is okay if willing to work PST hours)
- • Track record of ramping quickly on a complex product or domain — whether through school, a prior job, or otherwise
- • Ability to chat with customers through multiple channels (not afraid to pick up the phone)
- • Comfortable in a fast-paced, ticket- or queue-driven environment; able to manage multiple open cases without dropping the ball
- • Proficient navigating modern SaaS tools; able to learn a new product deeply within weeks, not months
- • Comfortable using a help desk / ticketing system (Pylon, Zendesk, Intercom, Front, or similar)
- • Can follow a troubleshooting framework and use a knowledge base to diagnose issues independently
- • Coachable: takes feedback well and asks for help before getting stuck
- • High ownership: stays with the ticket, follows up proactively, doesn't let things drop
- • Empathetic and patient with frustrated customers, including those under real time pressure
- • Curious about the construction industry and the operational reality of our customers
- This role will ideally be located on the West coast (PST or MST)
Benefits
- Commission and equity packages
- Comprehensive medical, dental, FSA, and vision plans to suit you and your family’s needs
- 401(k) retirement plan with company-matched contributions
- Flexible PTO
- Generous 16-week paid parental leave for all parents, including adoptive and foster parents
- Annual educational allowance for external professional development
- Snacks, coffee, lunch, and commuter benefits for in-office Mitosaurs
- Company-wide and team-specific off-sites per year
- Remote work flexibility for roles listed as remote or in other cities where Miter does not have an office location
Company Overview