Customer Support Specialist (Payroll Support)
A BETTER BUILT WORLD
At Miter, we’re on a mission to help construction contractors build with confidence. If we’re successful, we’ll 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For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s.
That’s where Miter comes in. We’re 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.J. O’Neil and Truebeck Construction are building stronger teams, controlling job costs, and accelerating jobsite execution.
This idea is resonating. Since we launched in 2021, we’ve grown to thousands of customers and tens of millions in ARR, making us one of the fastest growing vertical software companies ever. To double-down on our momentum, we’ve raised $78M+ from top investors (Bessemer, Coatue, and Battery) who share our belief that we’re just getting started.
What You'll Do
- Manage customer support inquiries via phone/screenshare and email (about a 50/50 split), ensuring accurate, timely and efficient resolution of payroll, tax, HR, benefits and general platform issues.
- Dig into complex, multi-step issues: figure out what broke, why, and what the customer needs to do next, then explain it in plain human language.
- Untangle construction-specific payroll scenarios like certified payroll, prevailing wage, union fringes, and multi-state field crews.
- Hit Resolution, SLA, and CSAT goals while keeping quality high
- Work cross-functionally with our entire CX and Product orgs
- Spot patterns in what customers are runn...