Associate Customer Support Specialist

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.

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!