Associate Customer Support Specialist

Miter • Remote, Remote

13d • $55,000 - $65,000 • Hybrid

About The Position

As an Associate Customer Support Specialist, you'll be the first line of defense for Miter's customers — the person who turns a frustrating moment into a resolved ticket and a confident contractor. Our customers rely on Miter to pay their employees accurately and on time, and when something goes wrong, it's a same-day crisis. Showing up quickly and clearly is the job. You'll work the general support queue, resolving Tier 1 cases spanning payroll, taxes, HR, and benefits. Over time, you'll develop a specialty (think: payroll or benefits) and become a trusted resource for your teammates. This role will ideally be located on the West coast (PST or MST). We're a scrappy team that prizes ownership, fast learning, and the instinct to follow through. This role is a feeder into our L2 Specialist track; if you grow here, there's a clear path forward!

Requirements

• 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.
• 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.

Responsibilities

• Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits for Miter's customer base.
• 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.

Benefits

• Competitive Compensation: We offer competitive (well above “market”) salary, commission, and equity packages.
• Medical Insurance: Comprehensive medical, dental, FSA, vision plans to suit you and your family’s 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed