Head of Construction Support – Payroll SaaS (Hybrid/Remote)

Miter; San Francisco (CA); Hybrid; USD 135,000 - 165,000; Full time

Benefits offered by this job

Competitive compensation

Medical Insurance

401(k) Retirement Plan

Flexible PTO

Parental Leave

Educational allowance

Office snacks & commuter benefits

Off-sites

Job summary

A Better Built World is hiring a Manager, Customer Support to lead and grow a subset of the frontline team. You will own queue health, SLA performance, escalations, and coaching across our platform, while setting targets and improving support metrics.

You will ramp quickly on our product, build coaching frameworks, hire and onboard ICs, and maintain high morale as ticket volume grows. This role is dynamic and central to our customer success strategy.

Qualifications

• 4+ years in customer support/success, including 2+ years managing a support team.
• Experience with payroll, HR tech, construction software, or accounting software.
• Track record of hitting SLA and productivity targets for a queue-driven team.
• Experience hiring, onboarding, and developing support ICs and escalation paths.
• Comfort in a fast-paced, ticket-driven environment.
• Fluent in help desk platforms such as Pylon, Zendesk, Intercom, Front.

Responsibilities

• Lead and grow a subset of the Customer Support frontline team, owning queue health, SLA performance, escalations and coaching.
• Set and drive SLA and productivity targets for the team using support metrics.
• Serve as escalation point and QA authority for payroll/tax/benefits cases.
• Assist in hiring, onboarding and developing support staff and escalation paths.
• Coach with a player-coach mindset and handle customer cases when needed.
• Configure and optimize our help desk platform to keep the team efficient.
• Ramp quickly on the product and build coaching/training frameworks.
• Set standards and hold the team to SLAs without harming morale.

Skills

Customer support

Team leadership

Coaching

QA skills

AI tools

Empathy

Tools

Pylon

Zendesk

Intercom

Front

Job description

A Better Built World is hiring a Manager, Customer Support to lead and grow a subset of the frontline team. You will own queue health, SLA performance, escalations, and coaching across our platform, while setting targets and improving support metrics.

You will ramp quickly on our product, build coaching frameworks, hire and onboard ICs, and maintain high morale as ticket volume grows. This role is dynamic and central to our customer success strategy.