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About the Role

Miter is rebuilding the core HR, finance, and operations systems for construction contractors using AI and embedded payments. We aim to make it easier and faster to build critical physical infrastructure.

Responsibilities

Manage customer support inquiries via phone/screenshare and email, ensuring accurate, timely, and efficient resolution of payroll, tax, HR, benefits, and general platform issues.
Investigate complex, multi-step issues, identify root causes, and explain solutions clearly.
Address construction-specific payroll scenarios such as certified payroll, prevailing wage, union fringes, and multi-state field crews.
Achieve Resolution, SLA, and CSAT goals while maintaining high quality.
Collaborate cross-functionally with CX and Product teams.
Identify patterns in customer issues and translate them into bug reports, feature requests, and process improvements for Product and Engineering.
Maintain and improve knowledge base and AI-powered support tools.
Develop deep expertise in a specialty area (payroll, tax, HR, or benefits) and mentor teammates.

Requirements

2+ years supporting payroll customers or processing payroll directly at a payroll provider, PEO, HR tech, or accounting firm.
Working knowledge of payroll tax (federal and state withholding, SUI/SUTA, 941s, W-2s, W-2cs, amendments, and error resolution).
Comfort with complex payroll scenarios including garnishments, multi-state withholding and reciprocity, pre- and post-tax deductions, and off-cycle/correction payrolls.
At least one year-end and tax season experience.
Strong organizational skills and attention to detail in managing support queues.
Excellent troubleshooting instincts and ability to learn new software quickly.
Self-starting attitude with a high degree of ownership and comfort with ambiguity.
Clear, warm written and verbal communication skills, with the ability to explain complex issues to customers.
Comfort utilizing AI tools and workflows.

Skills

Payroll support
Payroll processing
Payroll tax
Customer support
Troubleshooting
Communication
AI tools

Location

New York City
San Francisco
Remote

Work Type

Hybrid
Remote

Experience Level

2+ years

Salary/Compensations

Competitive compensation
Well above market salary

Benefits

Comprehensive medical, dental, FSA, vision plans
401(k) Retirement Plan with company-matched contributions
Flexible PTO
16-week paid parental leave
Annual educational allowance
Office extras (snacks, coffee, lunch, commuter benefits)
Community off-sites

About the Company

Miter is on a mission to help construction contractors build with confidence by making it easier and faster to build critical physical infrastructure.
We are rebuilding core HR, finance, and operations systems for contractors using AI and embedded payments.
Founded in 2021, Miter has grown to thousands of customers and tens of millions in ARR.
We have raised over $78M from investors including Bessemer, Coatue, and Battery.

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.