Associate Customer Support Specialist

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 For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s.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. 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. - 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. - Track record of ramping quickly on a complex product or domain — whether through school, a prior job, or otherwise. - 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. Our Interview Process: - AI Recruiter Screen - Hiring Manager Interview - Ta