Scan your resume against ATS criteria for this Manager, Customer Support role at Miter.
At Miter, we’re on a mission to help construction contractors build with confidence. If we’re successful, we’ll make it easier and faster to build critical physical infrastructure - roads, bridges, utilities, data centers, housing, etc.
For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s.
That’s where Miter comes in. We’re using AI and embedded payments to rebuild the core HR, finance, and operations systems that underpin our physical economy. Using Miter, contractors like https://www.miter.com/customer-story/marathon-electrical-contractors/ Marathon Electrical, https://www.youtube.com/watch?v=GNExtmeHcSg W.J. O’Neil, and http://truebeck.com/ Truebeck Construction are building stronger teams, controlling job costs, and accelerating jobsite execution.
This idea is resonating. Since we launched in 2021, we’ve grown to thousands of customers and tens of millions in ARR, making us of the fastest growing vertical software companies ever. To double-down on our momentum, we’ve raised $50M+ from top investors (Bessemer, Coatue, and Battery) who share our belief that we’re just getting started.
Miter is the operating system for the construction industry — helping construction companies manage payroll, HR, and finance in platform built for how the field actually works. Our Customer Support team is the front line for every payroll, benefits, and tax question our customers run into, and we're looking for a Manager, Customer Support to lead and grow a subset of that team: owning queue health, SLA performance, escalations, and coaching across our entire platform.
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,, 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.
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,, 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.
We believe the magic of Miter comes from working side by side. We also believe in work flexibility. For roles that are listed as
our approach is 3 days a week in the office giving us the chance to connect, brainstorm, and build stronger relationships. If you live within a reasonable commute to either our New York City or San Francisco offices, we ask that you work in our hybrid approach.
Otherwise, for roles listed as
or in other cities where we don't have an office location, there is no requirement to work in our hybrid approach. We do travel a few times a year for, company-wide and team specific off-sites!
Not seeing a role that matches your background right now? https://jobs.ashbyhq.com/miter/form/talent-community-form
and we’ll reach out if a role opens up that aligns with your experience!
Miter provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
Miter uses AI-assisted tools as part of our hiring process to help our recruiting team manage and review applications more efficiently. We want to be transparent about how this works.
What the AI does: When you apply to a role at Miter, an AI tool may review your application against the specific qualifications and requirements posted for that job. This tool identifies whether your experience appears to meet, partially meet, or not meet each stated requirement, and it provides supporting evidence from your application for every assessment it makes.
What the AI does not do: The AI does not make hiring decisions. It does not reject, advance, or rank candidates on its own, and it does not assign you a numerical score. Every application is reviewed by a member of our recruiting team, who makes the final call on whether you move forward. The AI is a tool that helps our team prioritize their time across a high volume of applications. It is not a substitute for human judgment.
What information it uses: The tool evaluates the application materials you submit (your resume and any other application content) against role-specific criteria our team has defined. It does not pull information from external sources such as social media or professional networking profiles, and personal identifying information is removed from your materials before any AI review takes place.
Human oversight: Our recruiting team periodically reviews how these tools are performing to check for unintended patterns in outcomes, and we retain the ability to override any AI-generated assessment at any time.
benefits-enrollment cases, ensuring the team's toughest tickets get resolved accurately and fast.
How to apply for Manager, Customer Support at Miter?
Click the "Apply on Company Website" button on this page to submit your application directly on the employer's official portal.
What is the salary for this role?
The salary for this role is USD 120,000 - 135,000/yr per annum.
What experience is required?
4+ years of experience is required.
Is this position still open?
Yes, currently active and accepting applications.
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