Manager, Customer Support

About the role

A Better Built World At Miter, we’re on a mission to help construction contractors build with confidence. If we’re successful, we’ll make it easier and faster to build critical physical infrastructure - roads, bridges, utilities, data centers, housing, etc. For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s. That’s where Miter comes in. We’re using AI and embedded payments to rebuild the core HR, finance, and operations systems that underpin our physical economy. Using Miter, contractors like Marathon Electrical, W.J. O’Neil, and Truebeck Construction are building stronger teams, controlling job costs, and accelerating jobsite execution. This idea is resonating. Since we launched in 2021, we’ve grown to thousands of customers and tens of millions in ARR, making us one of the fastest growing vertical software companies ever. To double-down on our momentum, we’ve raised $50M+ from top investors (Bessemer, Coatue, and Battery) who share our belief that we’re just getting started. Miter is the operating system for the construction industry — helping construction companies manage payroll, HR, and finance in one platform built for how the field actually works. Our Customer Support team is the front line for every payroll, benefits, and tax question our customers run into, and we're looking for a Manager, Customer Support to lead and grow a subset of that team: owning queue health, SLA performance, escalations, and coaching across our entire platform.

Responsibilities

• Lead and grow a subset of the Customer Support frontline team, owning day-to-day queue health, SLA performance, escalations, and coaching across our entire platform.
• Set and drive SLA and productivity targets for your team, using support metrics (SLA, CSAT, cases/day, backlog) to spot problems early and act on them.
• Serve as the escalation point and QA authority for complex payroll, tax, and benefits-enrollment cases, ensuring the team's toughest tickets get resolved accurately and fast.
• Assist in hiring, onboarding, and developing support ICs — building or refining specialization and escalation paths as the team scales.
• Coach with a player-coach mindset: lead by example, give direct feedback, and grow people toward the next level, while personally working customer cases when volume or urgency demands it.
• Configure and optimize our help desk/ticketing platform — queues, routing, macros, and reporting — to keep the team efficient as ticket volume grows.
• Ramp quickly on our product and build the coaching/training frameworks that help your team do the same.
• Set clear standards and hold your team accountable to SLAs, without sacrificing team morale or the customer experience.

Requirements

• 4+ years in customer support/success, including 2+ years managing a support team at a payroll, HR tech, construction software, or accounting software company.
• Enough payroll depth to hold your own on construction-specific complexity — certified payroll, prevailing wage, union fringes, and multi-state field crews — or a demonstrated ability to get there fast.
• A track record of hitting and improving SLA and productivity targets for a queue-driven team.
• Experience hiring, onboarding, and developing support ICs; building or refining specialization/escalation paths.
• Comfort operating in a fast-paced, ticket- or queue-driven environment.
• Fluency in help desk/ticketing platforms (Pylon, Zendesk, Intercom, Front) — configuring queues, routing, macros, and reporting, not just using them.
• Comfort building and reading support metrics (SLA, CSAT, cases/day, backlog) and acting on them.
• A strong enough grasp of the payroll/tax/benefits