The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications, experience, interview performance, and location. Additional benefits are shared as part of the job posting.

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For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s.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—three 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

• Final Leadership Interview with CEO
  

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.

Compensation Range: $180K - $250K