Associate Customer Support Specialist

Job description

## [A Better Built World](https://www.miter.com/resources/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 For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s.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](https://www.miter.com/customer-story/marathon-electrical-contractors/), [W.J. O’Neil](https://www.youtube.com/watch?v=GNExtmeHcSg), and [Truebeck Construction](http://truebeck.com/) 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 $50M+ from top investors (Bessemer, Coatue, and Battery) who share our belief that we’re just getting started. ## ## **About the Team & How We Work:** As an Associate Customer Support Specialist, you'll be the first line of defense for Miter's customers — the person who turns a frustrating moment into a resolved ticket and a confident contractor. Our customers rely on Miter to pay their employees accurately and on time, and when something goes wrong, it's a same-day crisis. Showing up quickly and clearly is the job. You'll work the general support queue, resolving Tier 1 cases spanning payroll, taxes, HR, and benefits. Over time, you'll develop a specialty (think: payroll or benefits) and become a trusted resource for your teammates. **This role will ideally be located on the West coast (PST or MST).** We're a scrappy team that prizes ownership, fast learning, and the instinct to follow through. This role is a feeder into our L2 Specialist track; if you grow here, there's a clear path forward! **What You’ll Do:** - Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits for Miter's customer base. - Support customers across multiple channels, phone, email, and tickets, meeting them wherever they reach out. **Comfort talking customers through issues live on the phone is a must for this role.** - Ramp quickly on Miter's product, ticketing tools, and knowledge base — shadowing Specialists early, then resolving tickets independently within weeks. - Use troubleshooting frameworks and internal resources to diagnose issues, ask the right clarifying questions, and deliver clear, empathetic responses. - Stay with the ticket: follow up proactively, loop in Specialists when needed, and make sure nothing falls through the cracks. - Develop a product specialization over time, contributing to team SLAs and handling 60–70% of assigned tickets without escalation by month two. **What You’ll Need:** - 0–2 years in a customer-facing role (support, success, retail, hospitality, or similar) — non-traditional backgrounds welcome if the communication and learning bar is met. - **Must be located in or able to work PST hours (MST is okay if willing to work PST hours)** - Track record of ramping quickly on a complex product or domain — whether through school, a prior job, or otherwise. - Ability to chat with customers through multiple channels (not afraid to pick up the phone) - Comfortable in a fast-paced, ticket- or queue-driven environment; able to manage multiple open cases without dropping the ball. - Proficient navigating modern SaaS tools; able to learn a new product deeply within weeks, not months. - Comfortable using a help desk / ticketing system (Pylon, Zendesk, Intercom, Front, or similar). - Can follow a troubleshooting framework and use a knowledge base to diagnose issues independently. - Coachable: takes feedback well and asks for help before getting stuck. - High ownership: stays with the ticket, follows up proactively, doesn't let things drop. - Empathetic and patient with frustrated customers, including those under real time pressure. - Curious about the construction industry and the operational reality of our customers. **Please note: this is a full-time role!** **Our Interview Process:** - AI Recruiter Screen (a real recruiter at Miter will review your submission!!) - Hiring Manager Interview - Take Home Assignment - Mitosaur Team Round ## **Our Benefits:** - **Competitive Compensation:** We offer competitive (well above “market”) salary, commission, and equity packages. - **Medical Insurance:** Comprehensive medical, dental, FSA, vision plans to suit you and your family’s needs. - **401(k) Retirement Plan:** Company-matched contributions to help you plan for your future. - **Flexible PTO:** Take the time you need to recharge and be your best self. - **Parental Leave:** Generous 16-week paid leave for all parents, including adoptive and foster parents. - **Learning & Development:** We offer every employee an annual educational allowance to explore external professional development. - **Office Extras:** Snacks, coffee, lunch, and commuter benefits for in-office Mitosaurs. - **Community**: Company-wide and team-specific off-sites per year. ## **Hybrid vs. Remote Approach:** We believe the magic of Miter comes from working side by side. We also believe in work flexibility. For roles that are listed as **hybrid,** our approach is 3 days a week in the office giving us the chance to connect, brainstorm, and build stronger relationships. If you live within a reasonable commute to either our New York City or San Francisco offices, we ask that you work in our hybrid 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 off-sites! ## **Join our Talent Community** Not seeing a role that matches your background right now? [**Apply to our Talent Community**](https://jobs.ashbyhq.com/miter/form/talent-community-form)**,** and we’ll reach out if a role opens up that aligns with your experience! ## **Equal Opportunity:** 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. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. ## **Use of Artificial Intelligence in Our Hiring Process:** Miter uses AI-assisted tools as part of our hiring process to help our recruiting team manage and review applications more efficiently. We want to be transparent about how this works. *What the AI does:* When you apply to a role at Miter, an AI tool may review your application against the specific qualifications and requirements posted for that job. This tool identifies whether your experience appears to meet, partially meet, or not meet each stated requirement, and it provides supporting evidence from your application for every assessment it makes. *What the AI does not do:* The AI does not make hiring decisions. It does not reject, advance, or rank candidates on its own, and it does not assign you a numerical score. Every application is reviewed by a member of our recruiting team, who makes the final call on whether you move forward. The AI is a tool that helps our team prioritize their time across a high volume of applications. It is not a substitute for human judgment. *What information it uses:* The tool evaluates the application materials you submit (your resume and any other application content) against role-specific criteria our team has defined. It does not pull information from external sources such as social media or professional networking profiles, and personal identifying information is removed from your materials before any AI review takes place. *Human oversight:* Our recruiting team periodically reviews how these tools are performing to check for unintended patterns in outcomes, and we retain the ability to override any AI-generated assessment at any time.