Customer Support Manager

Job not on LinkedIn

🔥 2 minutes ago

🏄 California, New York – Remote

🏄 California – Remote 🗽 New York – Remote

💵 $120k - $135k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 20%

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.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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 • Serve as escalation point and QA authority for complex payroll, tax, and benefits-enrollment cases • Assist in hiring, onboarding, and developing support individual contributors • Build or refine specialization and escalation paths as the team scales • Coach team members, give direct feedback, and support career development • Personally work customer cases when volume or urgency requires • Configure and optimize help desk/ticketing platform queues, routing, macros, and reporting • Build coaching and training frameworks for the team • Set clear standards and maintain accountability 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 demonstrated ability to develop that knowledge quickly • Track record of hitting 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 • Comfort operating in a fast-paced, ticket- or queue-driven environment • Fluency configuring help desk/ticketing platforms such as Pylon, Zendesk, Intercom, or Front • Ability to build and interpret SLA, CSAT, cases/day, and backlog metrics • Strong grasp of payroll, tax, and benefits domains • Ability to ramp quickly on a complex SaaS product • Experience building coaching and training frameworks • Comfort utilizing AI tools and workflows • Player-coach mindset • High ownership under pressure • Ability to set clear standards and hold a team to SLAs without hurting morale • Empathetic, service-minded approach with curiosity about the construction industry • Familiarity with construction or accounting software such as Sage, Intacct, Procore, Viewpoint, or Foundation is nice to have • 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 • Company-reimbursed relocation to San Francisco or New York City may be available for remote employees