Manager, Customer Support

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

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For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s.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.

Miter is the operating system for the construction industry — helping construction companies manage payroll, HR, and finance in one platform built for how the field actually works. Our Customer Support team is the front line for every payroll, benefits, and tax question our customers run into, and we're looking for a Manager, Customer Support to lead and grow a subset of that team: owning queue health, SLA performance, escalations, and coaching across our entire platform.

Note: This person would need to be located in NYC or willing to work East Coast hours!

What You'll Do

• 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 (SLA, CSAT, cases/day, backlog) to spot problems early and act on them.

• Serve as the escalation point and QA authority for complex payroll, tax, and benefits-enrollment cases, ensuring the team's toughest tickets get resolved accurately and fast.

• Assist in hiring, onboarding, and developing support ICs — building or refining specialization and escalation paths as the team scales.

• Coach with a player-coach mindset: lead by example, give direct feedback, and grow people toward the next level, while personally working customer cases when volume or urgency demands it.

• Configure and optimize our help desk/ticketing platform — queues, routing, macros, and reporting — to keep the team efficient as ticket volume grows.

• Ramp quickly on our product and build the coaching/training frameworks that help your team do the same.

• Set clear standards and hold your team accountable to SLAs, without sacrificing team morale or the customer experience.

What You'll Need

• 4+ years in customer support/success, including 2+ years managing a support team at a payroll, HR tech, construction software, or accounting software company.

• Enough payroll depth to hold your own on construction-specific complexity — certified payroll, prevailing wage, union fringes, and multi-state field crews — or a demonstrated ability to get there fast.

• A track record of hitting and improving SLA and productivity targets for a queue-driven team.

• Experience hiring, onboarding, and developing support ICs; building or refining specialization/escalation paths.

• Comfort operating in a fast-paced, ticket- or queue-driven environment.

• Fluency in help desk/ticketing platforms (Pylon, Zendesk, Intercom, Front) — configuring queues, routing, macros, and reporting, not just using them.

• Comfort building and reading support metrics (SLA, CSAT, cases/day, backlog) and acting on them.

• A strong enough grasp of the payroll/tax/benefits domain to be the team's escalation point and QA complex cases.

• Ability to ramp quickly on a complex SaaS product, and experience building coaching/training frameworks for a team. Comfort utilizing AI tools and workflows.

• A player-coach mindset — leading by example, giving direct feedback, and growing people toward the next level, while being willing to work customer cases directly when volume or urgency demands it.

• High ownership under pressure.

• The ability to set clear standards and hold a team to SLAs without hurting morale.

• An empathetic, service-minded approach, with genuine curiosity about the construction industry and our customers' day-to-day operational reality.

Nice to Have

• Hands-on familiarity with construction or accounting software — Sage, Intacct, Procore, Viewpoint, Foundation, or similar — either as a user, implementer, or support professional.

Location & Compensation

This is an M1-level role, with target base compensation of approximately $150K. Final range and location details will be confirmed during the hiring process.

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.

Hybrid vs. Remote Approach:

We believe the magic of Miter comes from working side by side. We also believe in work flexibility. For roles that are listed as hybrid, our approach is 3 days a week in the office giving us the chance to connect, brainstorm, and build stronger relationships. If you live within a reasonable commute to either our New York City or San Francisco offices, we ask that you work in our hybrid approach.

Otherwise, for roles listed as remote or in other cities where we don't have an office location, there is no requirement to work in our hybrid approach. We do travel a few times a year for onboarding, company-wide and team specific off-sites!

Equal Opportunity:

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.

Use of Artificial Intelligence in Our Hiring Process:

What the AI does: When you apply to a role at Miter, an AI tool may review your application against the specific qualifications and requirements posted for that job. This tool identifies whether your experience appears to meet, partially meet, or not meet each stated requirement, and it provides supporting evidence from your application for every assessment it makes.

What the AI does not do: The AI does not make hiring decisions. It does not reject, advance, or rank candidates on its own, and it does not assign you a numerical score. Every application is reviewed by a member of our recruiting team, who makes the final call on whether you move forward. The AI is a tool that helps our team prioritize their time across a high volume of applications. It is not a substitute for human judgment.

What information it uses: The tool evaluates the application materials you submit (your resume and any other application content) against role-specific criteria our team has defined. It does not pull information from external sources such as social media or professional networking profiles, and personal identifying information is removed from your materials before any AI review takes place.

Human oversight: Our recruiting team periodically reviews how these tools are performing to check for unintended patterns in outcomes, and we retain the ability to override any AI-generated assessment at any time.