Support Manager, Payroll & HR SaaS (Construction)

Miter; United States; Hybrid; USD 140,000 - 170,000; 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

A Better Built World, powered by Miter, is seeking a Manager, Customer Support to lead a frontline team, own queue health, and ensure SLA performance across our payroll and benefits platform.

You will guide hiring, onboarding, and development of support ICs, while coaching team members and handling escalations for complex cases. This role emphasizes ownership, customer focus, and collaborative leadership.

Qualifications

• 4+ years in customer support/success, including 2+ years managing a support team in payroll, HR tech, construction software, or accounting software.
• Payroll depth: certified payroll, prevailing wage, union fringes, multi-state field crews.
• Track record of hitting SLA and productivity targets for a queue-driven team.
• Experience hiring, onboarding, and developing support ICs; building escalation paths.
• Comfort in fast-paced, queue-driven environments.
• Fluency with help desk platforms and configuring queues, routing, macros, and reporting.
• Ability to ramp quickly on a complex SaaS product and use AI tools.
• Player-coach mindset with direct feedback and hands-on case work when needed.

Responsibilities

• Lead and grow a subset of the Customer Support frontline team, owning day-to-day queue health and SLA performance.
• Set and drive SLA and productivity targets using metrics to identify problems early.
• Serve as escalation point and QA authority for complex payroll, tax, and benefits cases.
• Assist in hiring, onboarding, and developing support ICs and refine escalation paths.
• Coach team members and work customer cases when volume demands it.
• Configure and optimize the help desk/ticketing platform (queues, routing, macros, reporting).
• Ramp quickly on our product and build coaching/training frameworks.
• Set standards and hold the team to SLAs without lowering morale or customer experience.

Skills

Customer support

SLA management

Payroll knowledge

Help desk platforms

Team leadership

Escalation handling

Tools

Pylon

Zendesk

Intercom

Front

Job description

A Better Built World, powered by Miter, is seeking a Manager, Customer Support to lead a frontline team, own queue health, and ensure SLA performance across our payroll and benefits platform.

You will guide hiring, onboarding, and development of support ICs, while coaching team members and handling escalations for complex cases. This role emphasizes ownership, customer focus, and collaborative leadership.