Associate Customer Support Specialist

Miter; United States; On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Medical insurance

401(k) retirement plan

Flexible PTO

Parental leave

Learning & Development allowance

Office snacks & commuter benefits

Community events

Job summary

Miter is a cloud-based workforce management company serving construction contractors in the United States. As an Associate Customer Support Specialist, you will be the first line of defense for customers, turning frustrating moments into resolved tickets and ensuring accurate payroll and benefits support.

You will work the general support queue across payroll, taxes, HR, and benefits. This role offers rapid product ramp‑up, shadowing, and a clear path to an L2 Specialist track.

Qualifications

• 0–2 years in a customer-facing role.
• Experience ramping quickly on a complex product or domain.
• Able to manage multiple open cases without dropping the ball.
• Proficient with modern SaaS tools and quick product learning.
• Experience with help desk software (Pylon, Zendesk, Intercom, Front) is a plus.
• Able to follow troubleshooting frameworks and use knowledge bases.
• Coachable, with strong feedback adoption.
• High ownership, proactive follow-up.
• Empathetic and patient with frustrated customers.
• Curious about the construction industry and customer needs.

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 and ticketing tools, shadowing Specialists before handling tickets independently.
• Use troubleshooting frameworks and knowledge bases to diagnose issues and craft clear responses.
• Stay with the ticket: follow up, loop in Specialists when needed, and prevent falls through cracks.
• Develop a product specialization over time and meet team SLAs.

Skills

Customer-focused

Clear communication

Ticketing systems

SaaS tools familiarity

Zendesk / Intercom

Troubleshooting framework

Coachable

Ownership

Empathy

Curiosity about construction

Tools

Pylon

Zendesk

Intercom

Front

Job description

At 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!!)
• Take Home Assignment

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.

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.

How modern contractors manage payroll, HR, expenses, and field operations in one place

Miter is a cloud-based workforce management platform for construction, streamlining onboarding, time-tracking, payroll, and benefits administration for contractors of all sizes.

Software Development Technology, Information and Internet Technology, Information and Media

Series A - Coatue,Bessemer Venture Partners$23M