Customer Support Specialist (Payroll Support)

Miter • San Francisco, CA

11d • $75,000 - $85,000

About The Position

Miter is hiring a Customer Support Specialist to support customers using its software for construction contractors. The role handles customer inquiries by phone, screenshare, and email, resolving issues involving payroll, tax, HR, benefits, and the broader platform. The specialist investigates complex, multi-step problems, explains solutions clearly, and supports customers through construction-specific payroll scenarios such as certified payroll, prevailing wage, union fringes, and multi-state field crews.

The specialist works across the Customer Experience and Product organizations, meets resolution, SLA, and CSAT goals, and identifies recurring customer issues to inform bug reports, feature requests, and process improvements. The role also involves maintaining knowledge base content and AI-powered support tools, building expertise in a specialty area, and helping teammates develop their knowledge. Miter’s stated work arrangement depends on location: people within a reasonable commute of its New York City or San Francisco offices are asked to work hybrid three days per week; those in other locations do not have a hybrid requirement. The role includes travel a few times a year for onboarding and company or team off-sites.

Requirements

• At least 2 years of experience supporting payroll customers or processing payroll directly at a payroll provider, PEO, HR technology company, or accounting firm.
• Working knowledge of payroll taxes, including federal and state withholding, SUI/SUTA, Forms 941, W-2s and W-2cs, amendments, and filing errors.
• Comfort handling garnishments, multi-state withholding and reciprocity, pre- and post-tax deductions, off-cycle payrolls, and correction payrolls.
• At least one year-end and tax season of experience.
• Strong organization and queue-management skills, including setting customer expectations and communicating proactively.
• Strong troubleshooting instincts and the ability to learn unfamiliar software and investigate issues without a script.
• Self-starting approach, high ownership, and comfort working in ambiguity and helping create processes.
• Clear, warm written and verbal communication, including the ability to explain complex payroll issues to stressed customers.
• Comfort using AI tools and workflows beyond a surface level, and interest in building more.

Nice To Haves

• Hands-on experience with certified payroll, prevailing wage, union fringes, or multi-state crews.
• Familiarity with construction or accounting software such as Sage, Intacct, Procore, Viewpoint, or Foundation, as a user, implementer, or support professional.
• Experience writing knowledge base content or training teammates.
• Experience using AI to build internal tools or improve workflows.

Responsibilities

• Manage customer support inquiries by phone, screenshare, and email, resolving payroll, tax, HR, benefits, and general platform issues accurately and efficiently.
• Investigate complex, multi-step issues, identify what went wrong and what the customer should do next, and explain the situation in clear, accessible language.
• Support construction-specific payroll scenarios, including certified payroll, prevailing wage, union fringes, and multi-state field crews.
• Meet resolution, SLA, and CSAT goals while maintaining high-quality support.
• Work cross-functionally with the Customer Experience and Product organizations.
• Identify patterns in customer issues and translate them into bug reports, feature requests, and process improvements with Product and Engineering.
• Maintain and improve the knowledge base and AI-powered support tools.
• Develop deep expertise in a specialty area such as payroll, tax, HR, or benefits, and help teammates build expertise.

Benefits

• Competitive salary, commission, and equity packages.
• Medical, dental, FSA, and vision plans.
• Company-matched 401(k) 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 employees.
• Company-wide and team-specific off-sites.

What This Job Offers

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