Customer Support Manager
US$120,000 – US$135,000 / yr base salary
Posted 6 Oct 2026
Advertised as “Manager, Customer Support ”
BranchFactor Summary
The original posting with the fluff stripped out
- Level
- M1
- Expected experience
- 4+ yrs
- Management level
- People management
- Employment
- Remote
- Contract
- Full-time
| Base salary | US$120,000 – US$135,000 / yr |
|---|
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For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s.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.
Miter is the operating system for the construction industry — helping construction companies manage payroll, HR, and finance in one platform built for how the field actually works. Our Customer Support team is the front line for every payroll, benefits, and tax question our customers run into, and we're looking for a Manager, Customer Support to lead and grow a subset of that team: owning queue health, SLA performance, escalations, and coaching across our entire platform.
Note: This person would need to be located in NYC or willing to work East Coast hours!
What You'll Do
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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.
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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.
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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.
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Assist in hiring, onboarding, and developing support ICs — building or refining specialization and escalation paths as the team scales.