Head of Support

Join to apply for the

Head of Support

role at

Miter .

$180,000.00 / yr - $250,000.00 / yr

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For decades, construction and field services contractors have had to run their businesses on outdated software : clunky, on‑premise systems created in the 1980s and 1990s.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, W.J. O’Neil, and Truebeck Construction are building stronger teams, controlling job costs, and accelerating jobsite execution.

This idea is resonating. Since we launched in 2022, 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 $50M+ from top investors (Bessemer, Coatue, and Battery) who share our belief that we’re just getting started.

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 offsites!

About the Team & How We Work

Miter is at an inflection point. Our product is expanding fast, our customer base is growing even faster, and every week we welcome more contractors who rely on Miter to run payroll, manage their teams, and keep jobs moving. We are looking for a Head of Support (Director to VP level, depending on the candidate) who can scale our support engine from hundreds of customers today to tens of thousands in the years ahead, all while keeping our service experience as dependable, efficient, and human as our product.

You will build the systems, structure, and culture that ensure contractors always feel like Miter has their back. And you will lead an already talented team of 13+ that cares deeply about doing right by our customers.

Our Support team is the first call for the real people building the physical world around us : electricians, HVAC techs, plumbers, general contractors, and more.

When someone needs help with payroll, a field timecard looks off, or a question from the jobsite pops up, we are there. We move quickly. We take ownership. And we obsess over giving customers answers that are fast, accurate, and grounded in empathy. Support works closely with Product, Engineering, and Implementation because great support means preventing issues, not just solving them.

What You’ll Do

Build our next generation support model

Design and execute a scalable support strategy that balances speed, quality, and cost

Build and operationalize real time phone support

Evolve our multi‑channel support motion across chat, email, and phone

Define and continuously refine playbooks, escalation paths, and workflows

Lead and develop the team

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

Drive operational excellence

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 consistent SLA performance and CSAT goals

What You’ll Need

Experience

10+ years in support or operations leadership in a high‑volume SaaS or fintech environment

Track record scaling support teams across chat, email, and phone

Experience building or leading a centralized support or contact center operation

Strong command of support metrics including TTR, TTFR, SLAs, AWT, utilization, and CSAT

Leadership

Ability to build teams and develop frontline managers

Clear communicator who can rally teams and influence cross‑functionally

Bias toward action and speed while maintaining quality

Mindset

You thrive in fast‑moving, high‑growth environments

You think in systems and operate with a customer‑first mindset

You take ownership and love solving complex problems with clarity and heart

Our Interview Process

Recruiter Screen

Hiring Manager Interview with COO

Take Home Assignment / / Presentation

Team Round Interviews

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.

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.

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 : Multiple company‑wide and team‑specific offsites per year.

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.

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