Miter is the operating system for the construction industry - helping construction companies manage payroll, HR, and finance in one 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 we9re 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.
Note: This person would need to be located in NYC or willing to work East Coast hours!
What You9ll Do- 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 team9s 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.
What You9ll Need- 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 team9s 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 customers9 day-to-day operational reality.
Nice to Have- Hands-on familiarity with construction or accounting software - Sage, Intacct, Procore, Viewpoint, Foundation, or similar - either as a user, implementer, or support professional.
Location & CompensationThis is an M1-level role, with target base compensation of approximately $150K. Final range and location details will be confirmed during the hiring process.
Our Benefits:- Competitive Compensation: We offer competitive (well above 4quot;market4quot;) salary, commission, and equity packages.
- Medical Insurance: Comprehensive medical, dental, FSA, vision plans to suit you and your family9s needs.
- 401(k) Retirement Plan: Company-matched contributions to help you plan for your future.
- Flexible PTO: Take the time you need to recharge and be your best self.
- Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents.
- Learning & Development: We offer every employee an annual educational allowance to explore external professional development.
- Office Extras: Snacks, coffee, lunch, and commuter benefits for in-office Mitosaurs.
- Community: Company-wide and team-specific off-sites per year.
Hybrid vs. Remote Approach:We believe the magic of Miter comes from working side by side. We also believe in work flexibility. For roles that are listed as
hybrid, 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
remote or in other cities where we don9t have an office location, there is no requirement to work in our hybrid approach. We do travel a few times a year for onboarding, company-wide and team specific off-sites!
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