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Salary: USD 150,000 - 0 / annual
Miter is a vertical SaaS platform serving the construction industry, helping contractors manage payroll, HR, and operations. The company has grown to thousands of customers and tens of millions in ARR since launching in 2021, backed by top investors including Bessemer, Coatue, and Battery.
You will 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. Your responsibilities include:
- Lead a support team subset, managing queue health, SLA performance, escalations, and coaching across the platform
- Set and drive SLA and productivity targets using support metrics (SLA, CSAT, cases/day, backlog) to identify and address problems early
- Serve as the escalation point and QA authority for complex payroll, tax, and benefits-enrollment cases
- Assist in hiring, onboarding, and developing support individual contributors; build or refine specialization and escalation paths as the team scales
- Coach with a player-coach mindset: lead by example, give direct feedback, grow people toward the next level, and personally work customer cases when volume or urgency demands it
- Configure and optimize the help desk/ticketing platform (queues, routing, macros, reporting) to maintain team efficiency as ticket volume grows
- Ramp quickly on the product and build coaching/training frameworks to help your team do the same
- Set clear standards and hold the team accountable to SLAs while maintaining team morale and customer experience
This is an M1-level role. The company offers competitive compensation, comprehensive medical/dental/vision insurance, 401(k) matching, flexible PTO, 16-week paid parental leave, annual learning allowance, and regular company/team off-sites. For roles listed as remote, there is no requirement to work in a hybrid approach, though the company does travel a few times per year for onboarding and off-sites.
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
- Payroll domain expertise sufficient to handle construction-specific complexity (certified payroll, prevailing wage, union fringes, multi-state field crews) or demonstrated ability to acquire this knowledge quickly
- Track record of hitting and improving SLA and productivity targets for a queue-driven team
- Experience hiring, onboarding, and developing support individual contributors; building or refining specialization/escalation paths
- Comfort operating in fast-paced, ticket/queue-driven environments
- Fluency in help desk/ticketing platforms (Pylon, Zendesk, Intercom, Front) — configuring queues, routing, macros, and reporting, not just using them
- Ability to build and read support metrics (SLA, CSAT, cases/day, backlog) and act on them
- Strong grasp of payroll/tax/benefits domain to serve as team escalation point and QA for complex cases
- Ability to ramp quickly on complex SaaS products and experience building coaching/training frameworks for teams; comfort utilizing AI tools and workflows
- Player-coach mindset: leading by example, giving direct feedback, growing people, and willingness to work customer cases directly when needed
- High ownership under pressure
- Ability to set clear standards and hold teams to SLAs without hurting morale
- Empathetic, service-minded approach with genuine curiosity about construction industry and customers' operational reality
NICE TO HAVE:
- Hands-on familiarity with construction or accounting software (Sage, Intacct, Procore, Viewpoint, Foundation, or similar) as a user, implementer, or support professional
