Associate Customer Support Specialist

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Miter

WebsiteLinkedInAll Job Openings

1 - 10 employees

☁️ SaaS

👥 HR Tech

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

• Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits for Miter's customer base. • Ramp quickly on Miter's product, ticketing tools, and knowledge base — shadowing Specialists early, then resolving tickets independently within weeks. • Use troubleshooting frameworks and internal resources to diagnose issues, ask the right clarifying questions, and deliver clear, empathetic responses. • Stay with the ticket: follow up proactively, loop in Specialists when needed, and make sure nothing falls through the cracks. • Develop a product specialization over time, contributing to team SLAs and handling 60–70% of assigned tickets without escalation by month two.

🎯 Requirements

• 0–2 years in a customer-facing role (support, success, retail, hospitality, or similar) — non-traditional backgrounds welcome if the communication and learning bar is met. • Track record of ramping quickly on a complex product or domain — whether through school, a prior job, or otherwise. • Comfortable in a fast-paced, ticket- or queue-driven environment; able to manage multiple open cases without dropping the ball. • Proficient navigating modern SaaS tools; able to learn a new product deeply within weeks, not months. • Comfortable using a help desk / ticketing system (Pylon, Zendesk, Intercom, Front, or similar). • Can follow a troubleshooting framework and use a knowledge base to diagnose issues independently. • Coachable: takes feedback well and asks for help before getting stuck. • High ownership: stays with the ticket, follows up proactively, doesn't let things drop. • Empathetic and patient with frustrated customers, including those under real time pressure. • Curious about the construction industry and the operational reality of our customers.

🏖️ 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.