Customer Support Manager

🕒 September 21

🗽 New York – Remote

🗽 New York – Remote

💵 $120k - $135k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Miter

WebsiteLinkedInAll Job Openings

1 - 10 employees

☁️ SaaS

👥 HR Tech

🏗️ Construction

SaaS • HR Tech • Construction

Miter is the leading provider of HR, payroll, time-tracking, scheduling, and compliance software specifically designed for contractors in the construction industry. Their comprehensive platform offers solutions for onboarding, attracting, and retaining employees, managing construction payroll with prevailing wages and union rates, and ensuring compliance on public works projects. Miter's cloud-based tools enable simplified time-tracking, expense management, and workforce scheduling, enhancing productivity and efficiency for construction companies. The platform also integrates seamlessly with other systems, offering certified payroll and fringe benefit reports, job costing, and vendor management solutions. Contractors of all sizes rely on Miter to manage their teams, projects, and payments with precision and ease.

📋 Description

• Lead and grow a subset of the Customer Support frontline team • Own day-to-day queue health, SLA performance, escalations, and coaching across the platform • Set and drive SLA and productivity targets using support metrics • Identify problems early and take corrective action • Serve as escalation point and QA authority for complex payroll, tax, and benefits-enrollment cases • Ensure difficult tickets are resolved accurately and quickly • Assist with hiring, onboarding, and developing support individual contributors • Build or refine specialization and escalation paths as the team scales • Coach team members, provide direct feedback, and develop employees toward the next level • Work customer cases directly when volume or urgency requires • Configure and optimize the help desk/ticketing platform, including queues, routing, macros, and reporting • Ramp quickly on Miter’s product and build coaching/training frameworks • Set clear standards and hold the team accountable to SLAs while protecting morale and customer experience

🎯 Requirements

• 4+ years in customer support/success • 2+ years managing a support team at a payroll, HR tech, construction software, or accounting software company • Payroll knowledge covering certified payroll, prevailing wage, union fringes, and multi-state field crews, or ability to develop this knowledge quickly • Track record of achieving and improving SLA and productivity targets for a queue-driven team • Experience hiring, onboarding, and developing support individual contributors • Experience building or refining specialization and escalation paths • Experience in fast-paced, ticket- or queue-driven environments • Fluency configuring help desk/ticketing platforms such as Pylon, Zendesk, Intercom, or Front • Ability to configure queues, routing, macros, and reporting • Ability to build and interpret support metrics including SLA, CSAT, cases/day, and backlog • Strong grasp of payroll, tax, and benefits domains • Ability to ramp quickly on a complex SaaS product • Experience building coaching/training frameworks • Comfort utilizing AI tools and workflows • Player-coach mindset and willingness to work customer cases directly when needed • High ownership under pressure • Ability to set clear standards and hold a team to SLAs without hurting morale • Empathetic, service-minded approach with genuine curiosity about the construction industry • Hands-on familiarity with construction or accounting software such as Sage, Intacct, Procore, Viewpoint, or Foundation is nice to have • Must be located in NYC or willing to work East Coast hours • Must be legally authorized to work in the United States

🏖️ Benefits

• Competitive salary, commission, and equity packages • Comprehensive medical, dental, FSA, and vision plans • Company-matched 401(k) contributions • Flexible PTO • Generous 16-week paid parental leave for all parents, including adoptive and foster parents • Annual educational allowance for external professional development • Snacks, coffee, lunch, and commuter benefits for in-office employees • Company-wide and team-specific off-sites several times per year