miter - Manager, Customer Support

Remote - United States, Hybrid$150k - $150k+ Equity3w ago

Remote Mid EMEA Software Construction Customer Success Manager Reporting Zendesk Intercom Coaching CSAT

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 domain to be the team's escalation point and QA complex cases. • Ability to ramp quickly on a complex SaaS product, and experience building coaching/training frameworks for a team. Comfort utilizing AI tools and workflows. • A player-coach mindset — leading by example, giving direct feedback, and growing people toward the next level, while being willing to work customer cases directly when volume or urgency demands it. • High ownership under pressure. • The ability to set clear standards and hold a team to SLAs without hurting morale. • An empathetic, service-minded approach, with genuine curiosity about the construction industry and our customers' day-to-day operational reality. • Hands-on familiarity with construction or accounting software — Sage, Intacct, Procore, Viewpoint, Foundation, or similar — either as a user, implementer, or support professional. • EQUAL OPPORTUNITY:

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.

Benefits

• This is an M1-level role, with target base compensation of approximately $150K. Final range and location details will be confirmed during the hiring process. • 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. • HYBRID VS. REMOTE APPROACH: • We believe the magic of Miter comes from working side by side. We also believe in work flexibility. For roles that are listed as hybrid, our approach is 3 days a week in the office giving us the chance to connect, brainstorm, and build stronger relationships. If you live within a reasonable commute to either our New York City or San Francisco offices, we ask that you work in our hybrid approach. • Otherwise, for roles listed as remote or in other cities where we don't have an office location, there is no requirement to work in our hybrid approach. We do travel a few times a year for onboarding, company-wide and team specific off-sites!