Customer Support Specialist

Your Future Role:

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.

This is a hybrid role with 3 in-office days per week — Monday, Tuesday, and Thursday — in either our San Francisco or New York office. We’ve found that some of our best ideas (and best laughs) happen when we’re together in person, so we prioritize time in the office for team connection, collaboration, and momentum. You’re always welcome to come in more often if that’s your style — the office is here for you. The rest of the week is flexible—  work from wherever you do your best work!

Team Snapshot:

You’ll be joining a tight-knit, high-trust Customer Support team that’s obsessed with helping construction teams move faster, with fewer headaches. We’re former builders, operators, and technologists who know that great support isn’t just reactive — it’s a strategic lever. You’ll partner daily with our product, engineering, and sales teams to close feedback loops and elevate the voice of the customer.

Our Support team shows up with curiosity, urgency, and zero ego. We celebrate operational excellence and know that small process improvements can unlock big wins for our customers. While our work is fast-paced and high-impact, we make space for deep learning, good laughs, and the occasional mid-week coffee run.

You’ll work closely with teammates in New York and San Francisco, with in-office days dedicated to deep collaboration, shared problem-solving, and building momentum together.

What You'll Help Build:

• 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.

What You'll Need:

• 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

• Written Assignment Submission

• Hiring Manager Interview

• Technical Domain Exercise

• Miter Values Interview

The Extras That Matter:

• 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.

• Flexible Spending Accounts (FSA): Ability to contribute to an FSA for your medical and dependent care needs

• 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.

• Remote WFH Stipend: $300 work-from-home stipend for our remote employees who don’t live near an office.

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.