Manager, Customer Support
M
MiterConstruction Software
RemoteFull-TimeManager
Salary120,000 - 135,000 USD per year
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Job Details
- Experience
- 4+ years in customer support/success, including 2+ years managing a support team.
- Required Skills
- SaaSZendeskData analyticsCustomer support
Requirements
- 4+ years in customer support/success, including 2+ years managing a support team at a payroll, HR tech, construction software, or accounting software company.
- Payroll domain expertise including certified payroll, prevailing wage, union fringes, and multi-state field crews.
- Proven track record of hitting and improving SLA and productivity targets for a queue-driven team.
- Experience hiring, onboarding, and developing support ICs.
- Fluency in help desk/ticketing platforms (e.g., Pylon, Zendesk, Intercom, Front).
- Expertise in configuring queues, routing, macros, and reporting within support platforms.
- Proficiency building and reading support metrics like SLA, CSAT, cases/day, and backlog.
- Ability to ramp quickly on complex SaaS products.
- Experience building coaching/training frameworks for a support team.
- Strong understanding of payroll, tax, and benefits domain.
Responsibilities
- 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.
- Assist in hiring, onboarding, and developing support ICs — building or refining specialization and escalation paths as the team scales.
- Coach with a player-coach mindset: lead by example, give direct feedback, and grow people toward the next level, while personally working customer cases when volume or urgency demands it.
- Configure and optimize our help desk/ticketing platform — queues, routing, macros, and reporting — to keep the team efficient as ticket volume grows.
- Ramp quickly on our product and build the coaching/training frameworks that help your team do the same.
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