Manager, Customer Support

💼 Full-time💰 $150,000–$150,000🗓 2026-09-21 → 2026-09-26

Core

Lead and grow a subset of the Customer Support frontline team, owning queue health, SLA performance, escalations, and coaching for payroll, benefits, and tax questions.

Role type

Manager, Customer Support (Payroll/HR Tech)

Builds

Customer support operations for a construction industry SaaS platform

Domain

Construction technology / Payroll & HR SaaS

Deliverable

client delivery

Required skills

Team leadership, SLA management, QA for complex payroll/tax cases, hiring and development, help desk platform configuration, support metrics analysis, player-coach mindset

Preferred skills

Construction or accounting software familiarity (Sage, Intacct, Procore), AI tool utilization

Technologies

Pylon, Zendesk, Intercom, Front

Responsibilities

Lead and grow a subset of the Customer Support frontline team, Set and drive SLA and productivity targets, Serve as escalation point and QA authority for complex cases, Assist in hiring and developing support ICs, Coach team members while working customer cases, Configure and optimize help desk/ticketing platform

Seniority

Manager, hands-on IC

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About miter

Miter provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.