Miter
Manager, Customer Support
$120K–$150K
Remote +1 · Remote · Manager · Full-time · Posted Oct 6, 2026
- Location
- Remote
New York City - Experience
- 4+ years in customer support/success, including 2+ years managing a support team at a specified type of software company.
About the job
Leads a customer support team handling payroll, tax, benefits, and other platform issues, with responsibility for queue performance, escalations, coaching, and support operations.
What you'll do
- Manage queue health, SLA and productivity performance, escalations, and coaching; use support metrics to identify and address issues.
- Act as the escalation and QA lead for complex payroll, tax, and benefits cases, while personally handling customer cases when needed.
- Hire, onboard, and develop support staff; build training and escalation paths; configure and optimize ticketing workflows.
What they ask for
- 4+ years in customer support/success, including 2+ years managing a support team at a payroll, HR tech, construction software, or accounting software company.
- Payroll knowledge sufficient to handle construction-specific complexity, or demonstrated ability to acquire it quickly.
- Track record improving SLA and productivity targets for a queue-driven team; experience hiring, onboarding, and developing support staff.
- Fluency configuring help desk platforms and using support metrics; ability to ramp quickly on complex SaaS products and build coaching frameworks.
Nice to have
- Hands-on familiarity with construction or accounting software such as Sage, Intacct, Procore, Viewpoint, or Foundation.
Pay
approximately $150K (target base compensation; currency not specified); $120K – $135K (compensation; type not specified)
Tools
Pylon, Zendesk, Intercom, Front, Sage, Intacct, Procore, Viewpoint
AI focus
Comfort utilizing AI tools and workflows. The posting also describes AI-assisted application review in Miter’s hiring process, with human oversight.
Model-written summary · the original posting is authoritative