Note: The job is a remote job and is open to candidates in USA. Miter provides software that helps construction contractors manage payroll, HR, finance, and operations. The Manager, Customer Support will lead and develop part of the frontline support team, owning queue health, SLA performance, escalations, coaching, and support operations across the platform.
Responsibilities
- Lead and grow a subset of the Customer Support frontline team, owning day-to-day queue health, SLA performance, escalations, and coaching across our entire platform
- Set and drive SLA and productivity targets for your team, using support metrics (SLA, CSAT, cases/day, backlog) to spot problems early and act on them
- Serve as the escalation point and QA authority for complex payroll, tax, and benefits-enrollment cases, ensuring the team's toughest tickets get resolved accurately and fast
- Assist in hiring, onboarding, and developing support ICs — building or refining specialization and escalation paths as the team scales
- Coach with a player-coach mindset: lead by example, give direct feedback, and grow people toward the next level, while personally working customer cases when volume or urgency demands it
- Configure and optimize our help desk/ticketing platform — queues, routing, macros, and reporting — to keep the team efficient as ticket volume grows
- Ramp quickly on our product and build the coaching/training frameworks that help your team do the same
- Set clear standards and hold your team accountable to SLAs, without sacrificing team morale or the customer experience
Skills
- 4+ years in customer support/success, including 2+ years managing a support team at a payroll, HR tech, construction software, or accounting software company
- Enough payroll depth to hold your own on construction-specific complexity — certified payroll, prevailing wage, union fringes, and multi-state field crews — or a demonstrated ability to get there fast
- A track record of hitting and improving SLA and productivity targets for a queue-driven team
- Experience hiring, onboarding, and developing support ICs; building or refining specialization/escalation paths
- Comfort operating in a fast-paced, ticket- or queue-driven environment
- Fluency in help desk/ticketing platforms (Pylon, Zendesk, Intercom, Front) — configuring queues, routing, macros, and reporting, not just using them
- Comfort building and reading support metrics (SLA, CSAT, cases/day, backlog) and acting on them
- A strong enough grasp of the payroll/tax/benefits domain to be the team's escalation point and QA complex cases
- Ability to ramp quickly on a complex SaaS product, and experience building coaching/training frameworks for a team. Comfort utilizing AI tools and workflows
- A player-coach mindset — leading by example, giving direct feedback, and growing people toward the next level, while being willing to work customer cases directly when volume or urgency demands it
- High ownership under pressure
- The ability to set clear standards and hold a team to SLAs without hurting morale
- An empathetic, service-minded approach, with genuine curiosity about the construction industry and our customers' day-to-day operational reality
- This is an M1-level role, with target base compensation of approximately $150K. Final range and location details will be confirmed during the hiring process
- Hands-on familiarity with construction or accounting software — Sage, Intacct, Procore, Viewpoint, Foundation, or similar — either as a user, implementer, or support professional
Benefits
- Commission and equity packages
- Comprehensive medical, dental, FSA, and vision plans to suit you and your family’s needs
- Company-matched 401(k) contributions
- Flexible PTO
- Generous 16-week paid parental leave for all parents, including adoptive and foster parents
- An 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
- For roles listed as remote or in other cities where Miter does not have an office location, there is no requirement to work in the hybrid approach
Company Overview