Customer Support Manager — Hybrid, Payroll SaaS Leader

Miter; San Francisco (CA); Hybrid; USD 140,000 - 170,000; Full time

Benefits offered by this job

Competitive Compensation

Medical Insurance

401(k) Retirement Plan

Flexible PTO

Parental Leave

Learning & Development

Office Extras

Community off-sites

Job summary

Miter in San Francisco, CA, is seeking a Manager, Customer Support to lead and grow a subset of our frontline team. You will own queue health, SLA performance, escalations, and coaching across our platform.

Set productivity targets, serve as escalation point for payroll/tax cases, assist in hiring and onboarding, and optimize our help desk tooling. You will ramp on the product and build training frameworks while maintaining a high standard of customer experience.

Qualifications

• 4+ years in customer support/success with leadership experience.
• Experience handling payroll/tax domain and multi-state complexities.
• Proven ability to hit SLA and productivity targets for queue-driven teams.
• Experience hiring, onboarding, and developing support ICs.
• Fluency with help desk platforms and creating reporting from metrics.

Responsibilities

• Lead and grow a subset of the Customer Support frontline team, owning day-to-day queue health, SLA performance, escalations, and coaching across our entire platform.
• Set and drive SLA and productivity targets for your team, using support metrics to spot problems early.
• Serve as escalation point and QA authority for payroll/tax cases, ensuring accurate, fast resolution.
• Assist in hiring, onboarding, and developing support staff, building escalation paths as the team scales.
• Configure and optimize our help desk platform to maintain efficiency as ticket volume grows.
• Ramp quickly on the product and build coaching/training frameworks for your team.

Skills

Customer support

Team leadership

Payroll domain

SaaS product knowledge

Help desk platforms

Tools

Pylon

Zendesk

Intercom

Front

Job description

Miter in San Francisco, CA, is seeking a Manager, Customer Support to lead and grow a subset of our frontline team. You will own queue health, SLA performance, escalations, and coaching across our platform.

Set productivity targets, serve as escalation point for payroll/tax cases, assist in hiring and onboarding, and optimize our help desk tooling. You will ramp on the product and build training frameworks while maintaining a high standard of customer experience.