Manager, Customer Support

Join Miter, a fast-growing vertical software company on a mission to revolutionize the construction industry. As the Manager of Customer Support, you will lead and grow a subset of the Customer Support frontline team, set and drive SLA and productivity targets, serve as the escalation point for complex cases, and assist in hiring and developing support team members. You will need 4+ years of experience in customer support/success, including 2+ years managing a support team in a relevant industry.

• Lead and grow a subset of the Customer Support frontline team, owning day-to-day queue health, SLA performance, escalations, and coaching across our entire platform.
• Set and drive SLA and productivity targets for your team, using support metrics (SLA, CSAT, cases/day, backlog) to spot problems early and act on them.
• Serve as the escalation point and QA authority for complex payroll, tax, and benefits-enrollment cases, ensuring the team's toughest tickets get resolved accurately and fast.