Customer Support Specialist (Payroll Support)

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 For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s.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 $78M+ from top investors (Bessemer, Coatue, and Battery) who share our belief that we’re just getting started. What You'll Do - Manage customer support inquiries via phone/screenshare and email (about a 50/50 split), ensuring accurate, timely and efficient resolution of payroll, tax, HR, benefits and general platform issues. - Dig into complex, multi-step issues: figure out what broke, why, and what the customer needs to do next, then explain it in plain human language. - Untangle construction-specific payroll scenarios like certified payroll, prevailing wage, union fringes, and multi-state field crews. - Hit Resolution, SLA, and CSAT goals while keeping quality high - Work cross-functionally with our entire CX and Product orgs - Spot patterns in what customers are running into and turn them into bug reports, feature requests, and process improvements with Product and Engineering. - Keep our knowledge base and AI-powered support tools sharp, so the next customer (and teammate) gets the right answer faster. - Build deep expertise in a specialty area (payroll, tax, HR, or benefits) and help teammates level up in it. What You'll Need - 2+ years supporting payroll customers or processing payroll directly, at a payroll provider, PEO, HR tech, or accounting firm. - Working knowledge of payroll tax: federal and state withholding, SUI/SUTA, 941s, W-2s and W-2cs, amendments, and what happens when a filing goes wrong. - Comfort with the messy stuff: garnishments, multi-state withholding and reciprocity, pre- and post-tax deductions, off-cycle and correction payrolls. - At least one year-end and tax season under your belt - You pride yourself in being organized and having clean queue hygiene. No cases slip through the cracks, you set expectations with customers, and over-communicate. - Strong troubleshooting instincts: the ability to learn software you've never seen before and work out what's going on without a script. - You are self-starting and don’t need to be told what to do next. If you see something needs to be done, you thrive on having high ownership to just do it. You are not deflated by ambiguity. Not everything has a process yet, and you're excited to help build it. - Clear, warm written and verbal communication. You can explain a tricky payroll issue to a stressed-out customer so it actually makes sense. You make them feel important and heard. You don’t mind getting on the phone with people during a hard or stressful situation - Comfort utilizing AI tools and workflows beyond the surface level. You have an interest in building more, even if you haven’t had the chance to flex that muscle yet in previous roles. You will do this at Miter! Nice to Have - Hands-on experience with certified payroll, prevailing wage, union fringes, or multi-state crews. - Familiarity with construction or accounting software (Sage, Intacct, Procore, Viewpoint, Foundation, or similar) as a user, implementer, or support professional. - Experience writing knowledge base content or training teammates. - Utilized AI to build internal tools or improve workflows. Our Interview Process - Recruiter Screen - Hiring Manager Interview - Take Home Exercise - Domain Challenge - Final Leadership Interview 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.