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Miter

Manager, Customer Support

New York: eligible, according to the employer's posting.
Who can apply: Only open to applicants in: New York.
Location as listed by the employer: “Remote; New York City”
Apply on Miter's site ↗

Opens the employer's official application page.

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About this role

Miter is hiring for a Manager, Customer Support role (full-time). See the official posting for full details.

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.

Summarized from the employer's posting — check the full posting for every requirement.