Payroll & HR Support Specialist - Tier 1

Miter; United States; Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive compensation

Medical insurance

401(k) retirement plan

Flexible PTO

Parental leave

Learning & development

Office extras

Job summary

Miter is seeking an Associate Customer Support Specialist to be the first point of contact for our contractors. You will resolve Tier 1 issues across payroll, taxes, HR, and benefits, across phone, email, and tickets.

You will ramp quickly on our product and tools, and grow into a product specialist, handling most tickets with limited escalation. This full-time, hybrid role ideally locates on the West Coast, with a clear path into our L2 Specialist track for ongoing development and a chance to

Qualifications

• 0–2 years in a customer-facing role, and a demonstrated ability to ramp quickly.
• Must be located in or able to work PST hours (MST acceptable if PST hours are kept).
• Proven track record of learning a complex product or domain quickly.
• Ability to chat with customers across multiple channels and pick up the phone.
• Comfortable in a fast-paced, ticket-driven environment with multiple open cases.
• Proficient with modern SaaS tools and a willingness to learn a new product quickly.
• Coachable, takes feedback well, and shows high ownership of tickets.

Responsibilities

• Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits for Miter's customer base.
• Support customers across phone, email, and tickets, including live conversations when needed.
• Ramp quickly on Miter's product, ticketing tools, and knowledge base, shadowing specialists early.
• Use troubleshooting frameworks and internal resources to diagnose issues and provide clear, empathetic responses.
• Stay with the ticket, follow up proactively, and involve specialists when needed.
• Develop a product specialization over time and handle 60–70% of assigned tickets without escalation by month two.

Tools

Pylon

Zendesk

Intercom

Front

Job description

Miter is seeking an Associate Customer Support Specialist to be the first point of contact for our contractors. You will resolve Tier 1 issues across payroll, taxes, HR, and benefits, across phone, email, and tickets.

You will ramp quickly on our product and tools, and grow into a product specialist, handling most tickets with limited escalation. This full-time, hybrid role ideally locates on the West Coast, with a clear path into our L2 Specialist track for ongoing development and a chance to