Customer Support Manager

Miter

. Lead and grow a subset of the Customer Support frontline team .

Posted 9/21/2026full-timeRemote • United StatesMid-LevelSenior💰 $120,000 - $135,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer support teams, driving SLA and productivity targets, and developing coaching frameworks. Possesses strong knowledge of payroll, tax, and benefits domains, with the ability to configure help desk platforms and interpret support metrics effectively.

Highest-signal resume keywords

Customer Support ManagementSLA Performance ImprovementPayroll KnowledgeHelp Desk ConfigurationCoaching and Training Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SLA MetricsPayroll KnowledgeHelp Desk ConfigurationCoaching FrameworksEscalation Path DevelopmentProductivity TargetsCustomer Support MetricsAI Tools UtilizationMulti-State PayrollUnion Fringes

Soft Skills

Empathetic ApproachService-MindedPlayer-Coach MindsetHigh OwnershipCuriosity

Tools & Technologies

PylonZendeskIntercomFrontSageIntacctProcoreViewpointFoundation

Industry Keywords

Customer SupportHR TechConstruction SoftwareAccounting SoftwareCertified PayrollPrevailing WageFast-Paced EnvironmentQueue-Driven TeamOnboardingTeam Development

About the role

Key responsibilities & impact

Lead and grow a subset of the Customer Support frontline team
Own day-to-day queue health, SLA performance, escalations, and coaching across the platform
Set and drive SLA and productivity targets using support metrics
Serve as escalation point and QA authority for complex payroll, tax, and benefits-enrollment cases
Assist in hiring, onboarding, and developing support individual contributors
Build or refine specialization and escalation paths as the team scales
Coach team members, give direct feedback, and support career development
Personally work customer cases when volume or urgency requires
Configure and optimize help desk/ticketing platform queues, routing, macros, and reporting
Build coaching and training frameworks for the team
Set clear standards and maintain accountability while protecting morale and customer experience

Requirements

What you’ll need

4+ years in customer support/success
2+ years managing a support team at a payroll, HR tech, construction software, or accounting software company
Payroll knowledge covering certified payroll, prevailing wage, union fringes, and multi-state field crews, or demonstrated ability to develop that knowledge quickly
Track record of hitting and improving SLA and productivity targets for a queue-driven team
Experience hiring, onboarding, and developing support individual contributors
Experience building or refining specialization and escalation paths
Comfort operating in a fast-paced, ticket- or queue-driven environment
Fluency configuring help desk/ticketing platforms such as Pylon, Zendesk, Intercom, or Front
Ability to build and interpret SLA, CSAT, cases/day, and backlog metrics
Strong grasp of payroll, tax, and benefits domains
Ability to ramp quickly on a complex SaaS product
Experience building coaching and training frameworks
Comfort utilizing AI tools and workflows
Player-coach mindset
High ownership under pressure
Ability to set clear standards and hold a team to SLAs without hurting morale
Empathetic, service-minded approach with curiosity about the construction industry
Familiarity with construction or accounting software such as Sage, Intacct, Procore, Viewpoint, or Foundation is nice to have
Legally authorized to work in the United States

Benefits

Comp & perks

Competitive salary, commission, and equity packages
Comprehensive medical, dental, FSA, and vision plans
Company-matched 401(k) contributions
Flexible PTO
Generous 16-week paid parental leave for all parents, including adoptive and foster parents
Annual educational allowance for external professional development
Snacks, coffee, lunch, and commuter benefits for in-office employees
Company-wide and team-specific off-sites
Company-reimbursed relocation to San Francisco or New York City may be available for remote employees