Head of Support at Miter

New York, New York, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Director to VP level experience
Experience scaling a support engine from hundreds to tens of thousands of customers
Experience with real-time phone support
Experience with multi-channel support (chat, email, phone)
Experience defining playbooks, escalation paths, and workflows
Experience defining and scaling support org structures
Experience hiring and coaching managers and specialists
Experience establishing KPIs, dashboards, and reporting cadence
Experience reducing first-response and resolution times
Experience maintaining or reducing support cost as a percentage of revenue
Experience introducing automation and AI-driven deflection

Responsibilities

Build a scalable support strategy balancing speed, quality, and cost
Operationalize real-time phone support
Evolve multi-channel support (chat, email, phone)
Define and refine playbooks, escalation paths, and workflows
Define the future Support org structure
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
Introduce automation and AI-driven deflection

Skills

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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