Customer Support Specialist (Payroll Support)

miter; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Medical insurance

401(k) retirement plan

Flexible PTO

Parental leave

Learning & development allowance

Office snacks & commuter benefits

Community events

Job summary

A Better Built World is seeking a Payroll Support Specialist to join our growing CX team. You will handle payroll, tax, HR, and benefits inquiries, resolving issues with accuracy and empathy, across phone, screenshare, and email.

You will develop deep domain expertise, collaborate with cross-functional teams, improve the knowledge base, and help build scalable processes for multi-state payroll scenarios.

Qualifications

• 2+ years supporting payroll customers or processing payroll directly.
• Strong knowledge of payroll tax and multi-state withholding.
• Experience handling garnishments and tax corrections.
• Organized with clean queue hygiene and proactive communication.

Responsibilities

• Manage payroll, tax, HR, benefits, and platform inquiries via phone, screen share, and email.
• Investigate complex issues and explain solutions in plain language.
• Handle certified payroll and multi-state scenarios.
• Meet SLA, resolution, and CSAT targets while maintaining quality.
• Collaborate with CX and Product teams; report bugs and suggest improvements.
• Maintain knowledge base and AI support tools; upskill teammates.
• Develop expertise in a payroll- or HR-focused area and mentor others.

Skills

Payroll experience

Customer support

Troubleshooting

Cross-functional collaboration

Written communication

Tools

Sage

Intacct

Procore

Viewpoint

Foundation

Job description

A Better Built World

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For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s.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 $78M+ from top investors (Bessemer, Coatue, and Battery) who share our belief that we're just getting started.

What You'll Do

Manage customer support inquiries via phone/screenshare and email (about a 50/50 split), ensuring accurate, timely and efficient resolution of payroll, tax, HR, benefits and general platform issues.

Dig into complex, multi-step issues: figure out what broke, why, and what the customer needs to do next, then explain it in plain human language.

Untangle construction-specific payroll scenarios like certified payroll, prevailing wage, union fringes, and multi-state field crews.

Hit Resolution, SLA, and CSAT goals while keeping quality high

Work cross-functionally with our entire CX and Product orgs

Spot patterns in what customers are running into and turn them into bug reports, feature requests, and process improvements with Product and Engineering.

Keep our knowledge base and AI-powered support tools sharp, so the next customer (and teammate) gets the right answer faster.

Build deep expertise in a specialty area (payroll, tax, HR, or benefits) and help teammates level up in it.

What You'll Need

2+ years supporting payroll customers or processing payroll directly, at a payroll provider, PEO, HR tech, or accounting firm.

Working knowledge of payroll tax: federal and state withholding, SUI/SUTA, 941s, W-2s and W-2cs, amendments, and what happens when a filing goes wrong.

Comfort with the messy stuff: garnishments, multi-state withholding and reciprocity, pre- and post-tax deductions, off-cycle and correction payrolls.

At least one year-end and tax season under your belt.

You pride yourself in being organized and having clean queue hygiene. No cases slip through the cracks, you set expectations with customers, and over-communicate.

Strong troubleshooting instincts: the ability to learn software you've never seen before and work out what's going on without a script.

You are self-starting and don't need to be told what to do next. If you see something needs to be done, you thrive on having high ownership to just do it. You are not deflated by ambiguity. Not everything has a process yet, and you're excited to help build it.

Clear, warm written and verbal communication. You can explain a tricky payroll issue to a stressed-out customer so it actually makes sense. You make them feel important and heard. You don't mind getting on the phone with people during a hard or stressful situation.

Comfort utilizing AI tools and workflows beyond the surface level. You have an interest in building more, even if you haven't had the chance to flex that muscle yet in previous roles. You will do this at Miter!

Nice to Have

• Hands-on experience with certified payroll, prevailing wage, union fringes, or multi-state crews.
• Familiarity with construction or accounting software (Sage, Intacct, Procore, Viewpoint, Foundation, or similar) as a user, implementer, or support professional.
• Experience writing knowledge base content or training teammates.
• Utilized AI to build internal tools or improve workflows.

Our Interview Process

• Recruiter Screen
• Hiring Manager Interview
• Take Home Exercise
• Domain Challenge
• Final Leadership Interview

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.