Customer Support Manager, Payroll & Benefits

Miter; New York (NY); Hybrid; USD 120,000 - 135,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Retirement Plan

Flexible PTO

Parental Leave

Learning & Development

Office Extras

Community

Job summary

Miter is seeking a Manager, Customer Support to lead and grow a subset of our frontline team, owning queue health, SLA performance, escalations, and coaching across our platform.

You will hire, onboard, and develop support ICs, set targets, and drive improvements using support metrics. The role blends hands-on case work with process optimization in a fast-paced SaaS payroll/HR environment.

Qualifications

• 4+ years in customer support/success with 2+ years in a people-lead role.
• Payroll, tax, and benefits domain knowledge or ability to learn quickly.
• Proven track record delivering SLA and productivity improvements.
• Experience hiring, onboarding, and developing support staff.
• Comfort in a fast-paced, queue-driven environment.
• Fluency with help desk platforms and reporting.

Responsibilities

• Lead and grow a subset of the Customer Support frontline team, owning queue health, SLA performance, escalations, and coaching across our platform.
• Set and drive SLA and productivity targets using metrics to spot problems early.
• Serve as escalation point and QA authority for payroll, tax, benefits-enrollment cases.
• Assist in hiring, onboarding, and developing support ICs and escalation paths.
• Coach with a player-coach mindset and handle high-volume customer cases when needed.
• Configure and optimize our help desk/ticketing platform — queues, routing, macros, and reporting.

Skills

Team leadership

SLA management

Coaching & development

Cross-functional collaboration

Customer-focused

AI tooling awareness

Tools

Zendesk

Intercom

Front

Pylon

Job description

Miter is seeking a Manager, Customer Support to lead and grow a subset of our frontline team, owning queue health, SLA performance, escalations, and coaching across our platform.

You will hire, onboard, and develop support ICs, set targets, and drive improvements using support metrics. The role blends hands-on case work with process optimization in a fast-paced SaaS payroll/HR environment.