Associate Customer Support Specialist

Miter; San Francisco (CA); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Competitive Compensation

Medical Insurance

401(k) Retirement Plan

Flexible PTO

Parental Leave

Learning & Development

Office Extras

Community

Job summary

Miter is seeking an Associate Customer Support Specialist to be the first line of defense for our customers, turning frustrations into resolved tickets and confidence for contractors. You’ll manage Tier 1 issues in payroll, taxes, HR, and benefits, and quickly grow your product expertise.

You’ll shadow and then independently handle tickets, aligning with SLAs and learning our tools to provide clear, empathetic responses. This is a feeder into our L2 Specialist track with room to grow.

Qualifications

• 0–2 years in a customer-facing role (support, success, retail, hospitality, or similar).
• Ramp quickly on a complex product or domain.
• Comfortable in a fast-paced, ticket- or queue-driven environment.
• Proficient navigating modern SaaS tools; learn a new product deeply within weeks.

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.

Skills

Customer support

Communication

Fast learning

Empathy

Ticketing systems

Tools

Pylon

Zendesk

Intercom

Front

Job description

A Better Built WorldAt Miter, we’re on a mission to help construction contractors build with confidence. If we’re successful, we’ll make it easier and faster to build critical physical infrastructure - roads, bridges, utilities, data centers, housing, etc.

A Better Built WorldAt Miter, we’re on a mission to help construction contractors build with confidence. If we’re successful, we’ll make it easier and faster to build critical physical infrastructure - roads, bridges, utilities, data centers, housing, etc. For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s. That’s where Miter comes in. We’re using AI and embedded payments to rebuild the core HR, finance, and operations systems that underpin our physical economy. Using Miter, contractors like Marathon Electrical, W.J. O’Neil, and Truebeck Construction are building stronger teams, controlling job costs, and accelerating jobsite execution. This idea is resonating. Since we launched in 2021, we’ve grown to thousands of customers and tens of millions in ARR, making us one of the fastest growing vertical software companies ever. To double-down on our momentum, we’ve raised $50M+ from top investors (Bessemer, Coatue, and Battery) who share our belief that we’re just getting started.

About the Team & How We Work:

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. 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!

What You’ll Do:

• 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.

What You’ll Need:

• 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.
• 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.

Our Interview Process:

• AI Recruiter Screen (a real recruiter at Miter will review your submission!!)
• Hiring Manager Interview
• Take Home Assignment
• Mitosaur Team Round

Our 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.

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 don't 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!

Join our Talent Community

Not seeing a role that matches your background right now? Apply to our Talent Community, and we’ll reach out if a role opens up that aligns with your experience!

Equal Opportunity:

Miter provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Compensation Range: $55K - $65K