Director of Customer Experience
MercurySalary not specified
Full Time
Expert & Leadership (9+ years)
$180,000 – $250,000Compensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Construction, SaaS, TechnologyIndustries
Requirements
- Director to VP level experience (implied by role level)
- Ability to scale support from hundreds to tens of thousands of customers
- Leadership experience with a team of 13+ members
- Willingness to work hybrid (3 days/week in NYC or SF office if within reasonable commute)
Responsibilities
- Design and execute a scalable support strategy that balances speed, quality, and cost
- Build and operationalize real-time phone support
- Evolve multi-channel support motion across chat, email, and phone
- Define and continuously refine playbooks, escalation paths, and workflows
- Define the future Support org structure for 2026 and beyond
- Hire and coach managers and specialists
- Create a culture of high standards, ownership, and continuous improvement
- Establish KPIs, dashboards, and reporting cadence
- Reduce first-response and resolution times
- Maintain or reduce support cost as a percentage of revenue as we scale
- Introduce automation and AI-driven deflection where it improves customer outcomes
- Hit customer satisfaction and operational targets (implied)
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the salary range for the Head of Support position?
The salary range is $180K - $250K.
Is this role remote or hybrid, and what are the office requirements?
The role is hybrid, requiring three days a week in the office if you live within a reasonable commute to either the New York City or San Francisco offices. Otherwise, for roles listed as remote or in other cities without an office, there is no hybrid requirement, with some travel for offsites.
What experience level is required for the Head of Support role?
The role is at the Director to VP level, depending on the candidate, and involves scaling support from hundreds to tens of thousands of customers.
What is the team structure for the Support team at Miter?
You will lead an already talented team of 13+ that cares deeply about doing right by customers, serving contractors like electricians, HVAC techs, plumbers, and general contractors.
What makes a strong candidate for the Head of Support position?
A strong candidate can build systems, structure, and culture to scale support while keeping service dependable, efficient, and human, with the ability to move quickly, take ownership, and obsess over fast, accurate customer answers.
Miter
Integrated HR and payroll software for construction
About Miter
Miter provides an integrated software solution designed specifically for the construction industry, focusing on streamlining administrative tasks such as onboarding, timesheets, payroll, reporting, and compliance. The platform allows construction firms to manage both W2 employees and 1099 contractors efficiently, with a mobile app that enables team members to submit timesheets directly from the field. Miter operates on a subscription-based model, offering features like e-signature functionality and automated reporting. A key differentiator is their "white glove" onboarding service, where labor compliance experts assist clients in optimizing the platform for their needs. The goal of Miter is to simplify administrative processes for construction firms, helping them save time, avoid penalties, and secure more public sector contracts.
San Francisco, CaliforniaHeadquarters
2021Year Founded
$3.2MTotal Funding
PRE_SEEDCompany Stage
Industrial & Manufacturing, Enterprise SoftwareIndustries
51-200Employees
Benefits
Health Insurance
Unlimited Paid Time Off
401(k) Retirement Plan
401(k) Company Match
Stock Options
Parental Leave
Home Office Stipend
Risks
Established HR providers entering the construction niche threaten Miter's market share.
Cybersecurity threats targeting SaaS platforms could compromise Miter's client data.
Economic downturns in construction may reduce spending on Miter's software.
Differentiation
Miter offers a unique all-in-one platform for construction HR and compliance.
The platform supports both W2 employees and 1099 contractors seamlessly.
Miter provides 'white glove' onboarding services for personalized client setup.
Upsides
Growing demand for mobile-first solutions boosts Miter's mobile app usage.
Public sector contracts emphasize compliance, aligning with Miter's strengths.
Remote work trends increase the need for digital HR solutions like Miter's.
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