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 frontline team, drive SLA and productivity targets, and serve as the escalation point for complex cases. You will need 4+ years of experience in customer support/success, including 2+ years managing a support team in a relevant industry. This is a hybrid role based in NYC or requiring East Coast hours.

• 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.