Miter
New York City, San Francisco, Remote
Full time
Customer Support
Estimated Base Salary $180K $250K Offers Equity
The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications, experience, interview performance, and location. At Miter, were on a mission to help construction contractors build with confidence. If were successful, well make it easier and faster to build critical physical infrastructure - roads, bridges, utilities, data centers, housing, etc.
For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s.
Were using AI and embedded payments to rebuild the core HR, finance, and operations systems that underpin our physical economy. Using Miter, contractors like Marathon Electrical, W.ONeil, and Truebeck Construction are building stronger teams, controlling job costs, and accelerating jobsite execution.
Since we launched in 2022, weve grown to thousands of customers and tens of millions in ARR, making us one of the fastest growing vertical software companies ever. Remote 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 offsites!
Our product is expanding fast, our customer base is growing even faster, and every week we welcome more contractors who rely on Miter to run payroll, manage their teams, and keep jobs moving. We are looking for a Head of Support (Director to VP level, depending on the candidate) who can scale our support engine from hundreds of customers today to tens of thousands in the years ahead, all while keeping our service experience as dependable, efficient, and human as our product.
You will build the systems, structure, and culture that ensure contractors always feel like Miter has their back. And you will lead an already talented team of 13+ that cares deeply about doing right by our customers.
Our Support team is the first call for the real people building the physical world around us: electricians, HVAC techs, plumbers, general contractors, and more. When someone needs help with payroll, a field timecard looks off, or a question from the jobsite pops up, we are there.
And we obsess over giving customers answers that are fast, accurate, and grounded in empathy. Support works closely with Product, Engineering, and Implementation because great support means preventing issues, not just solving them.
Build our next generation support model
Design and execute a scalable support strategy that balances speed, quality, and cost
Build and operationalize real time phone support
Evolve our multi-channel support motion across chat, email, and phone
Define the future Support org structure for 2026 and beyond
Hire and coach managers and specialists
Maintain or reduce support cost as a percentage of revenue as we scale
Introduce automation and AI-driven deflection where it improves customer outcomes
Hit consistent SLA performance and CSAT goals
10+ years in support or operations leadership in a high-volume SaaS or fintech environment
~ Track record scaling support teams across chat, email, and phone
~ Experience building or leading a centralized support or contact center operation
~ Strong command of support metrics including TTR, TTFR, SLAs, AWT, utilization, and CSAT
Ability to build teams and develop frontline managers
Bias toward action and speed while maintaining quality
You think in systems and operate with a customer-first mindset
Hiring Manager Interview with COO
We offer competitive (well above market) salary, commission, and equity packages.
~ Medical Insurance: Comprehensive medical, dental, FSA, vision plans to suit you and your familys needs.
~401(k) Retirement Plan: Company-matched contributions to help you plan for your future.
Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents.
Learning & Development: Office Extras: Snacks, coffee, lunch, and commuter benefits for in-office Mitosaurs.
Community : 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.