Manager, Customer Support

Miter • Remote, Remote

1d • $120,000 - $135,000 • Hybrid

About The Position

Miter is seeking a Manager, Customer Support to lead and grow a subset of their Customer Support team. This role is crucial for managing daily queue health, ensuring SLA performance, handling escalations, and providing coaching across the entire Miter platform. Miter is a fast-growing vertical software company that provides an operating system for the construction industry, helping companies manage payroll, HR, and finance. The Customer Support team is the primary point of contact for customer inquiries regarding payroll, benefits, and taxes.

Requirements

• 4+ years in customer support/success, including 2+ years managing a support team at a payroll, HR tech, construction software, or accounting software company.
• Sufficient payroll depth to handle construction-specific complexity (certified payroll, prevailing wage, union fringes, multi-state field crews) or a demonstrated ability to learn quickly.
• Proven track record of meeting 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) including configuration of queues, routing, macros, and reporting.
• Ability to build and interpret support metrics (SLA, CSAT, cases/day, backlog) and act on them.
• Strong grasp of the payroll/tax/benefits domain to serve as an 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.
• Player-coach mindset: willingness to lead by example, give direct feedback, grow people, and work customer cases directly when needed.
• High ownership under pressure.
• Ability to set clear standards and hold a team to SLAs without hurting morale.
• Empathetic, service-minded approach with genuine curiosity about the construction industry and customers' operational realities.

Nice To Haves

• Hands-on familiarity with construction or accounting software (Sage, Intacct, Procore, Viewpoint, Foundation, or similar) as a user, implementer, or support professional.

Responsibilities

• Lead and grow a subset of the Customer Support frontline team, owning day-to-day queue health, SLA performance, escalations, and coaching across the entire platform.
• Set and drive SLA and productivity targets for the team, using support metrics to identify and address issues.
• Serve as the escalation point and QA authority for complex payroll, tax, and benefits-enrollment cases.
• Assist in hiring, onboarding, and developing support ICs, refining specialization and escalation paths as the team scales.
• Coach with a player-coach mindset, leading by example, giving direct feedback, and growing people, while also working customer cases when needed.
• Configure and optimize the help desk/ticketing platform (queues, routing, macros, reporting) for team efficiency.
• Ramp quickly on the product and build coaching/training frameworks for the team.
• Set clear standards and hold the team accountable to SLAs without sacrificing morale or customer experience.

Benefits

• Competitive Compensation: Competitive (well above “market”) salary, commission, and equity packages.
• Medical Insurance: Comprehensive medical, dental, FSA, vision plans.
• 401(k) Retirement Plan: Company-matched contributions.
• Flexible PTO: Take the time you need to recharge.
• Parental Leave: Generous 16-week paid leave for all parents.
• Learning & Development: Annual educational allowance for external professional development.
• Office Extras: Snacks, coffee, lunch, and commuter benefits for in-office employees.
• Community: Company-wide and team-specific off-sites per year.

What This Job Offers

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