Customer Support Specialist

About us:

Miter is a leading HCM (Human Capital Management) platform designed for the $2 trillion construction industry. Miter simplifies construction workforce management, payroll, HR, and expense management, enabling contractors of all sizes to focus on growing their businesses. Miter is growing rapidly and backed by leading venture capital firms including Bessemer and Coatue. 

Role Overview:

As a Customer Support Specialist, you will play a critical role in ensuring that our customer-facing operations run smoothly and our customers receive accurate, timely, and reliable support.

Responsibilities:

• Manage customer support inquiries via multiple channels, including phone, email, chat, and social media, ensuring timely and efficient resolution of issues.

• Collaborate closely with the sales, product development, and engineering teams to address customer feedback, product bugs, and feature requests.

• Maintain and update the knowledge base, including troubleshooting guides, FAQs, and other support documentation.

• Establish and maintain strong relationships with customers, consistently delivering exceptional service to promote loyalty and retention.

• Stay current with industry trends and best practices in customer support, incorporating new approach to continually enhance our service offering.

Qualifications:

• Exceptional communication skills, both written and verbal, with the ability to interact professionally and empathetically with customers.

• Strong problem-solving skills, with the ability to analyze complex issues and identify appropriate solutions.

• Ability to work well under pressure, manage competing priorities, and adapt quickly to changes in a fast-paced environment.

• Experience in the construction, payroll, benefits, or software industries is a plus!

Interview Process:

Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Miter and will provide ample information for you to assess if Miter is the right fit for you. The general interview process at Miter will consist of the following steps:

• Recruiter Screen - 30 mins

• Written Assignment Submission

• Hiring Manager Interview - 30 mins

• Technical Domain Exercise - 45 mins

• Miter Values Interview - 30 mins

Miter Benefits:

• Competitive Compensation: We ensure we offer competitive market salaries and commission.

• Medical Insurance: Comprehensive medical plans to suit you and your family’s needs.

• Dental & Vision Insurance: Coverage for all your dental and vision needs.

• 401(k) Retirement Plan: Company-matched contributions to help you plan for your future.

• Stock Options: Be a part of our success with equity in the company!

• Unlimited 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.

Community and Culture:

• Team Events: Bi-annual company-wide offsites, team offsites, and monthly team-building activities to help us connect as a team.

• Celebrations: Recognizing birthdays, work anniversaries, and milestones with personalized surprises.

Perks and Extras:

• Office Perks: If you’re in-office, enjoy free snacks, coffee, and a collaborative space.

• Commuter Benefits: Pre-tax options for transit and parking expenses.

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.