Customer Support Specialist (Payroll Support)

The role

This person will manage customer support inquiries via phone, screenshare, and email. They will resolve payroll, tax, HR, benefits, and general platform issues for construction contractors.

What you will do

• Manage customer support inquiries via phone/screenshare and email.
• Resolve payroll, tax, HR, benefits and general platform issues.
• Investigate complex, multi-step issues and explain them in plain language.
• Untangle construction-specific payroll scenarios.
• Hit Resolution, SLA, and CSAT goals.
• Work cross-functionally with CX and Product orgs.
• Turn customer patterns into bug reports, feature requests, and process improvements.
• Maintain knowledge base and AI-powered support tools.
• Build expertise in a specialty area and help teammates level up.

Required qualifications

• 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 and W-2cs, amendments, and filing errors.
• Comfort with garnishments, multi-state withholding and reciprocity, pre- and post-tax deductions, off-cycle and correction payrolls.
• At least one year-end and tax season experience.
• Organized with clean queue hygiene.
• Strong troubleshooting instincts.
• Self-starting with high ownership.
• Clear, warm written and verbal communication.
• Comfort utilizing AI tools and workflows.

Nice to have

• Hands-on experience with certified payroll, prevailing wage, union fringes, or multi-state crews.
• Familiarity with construction or accounting software (Sage, Intacct, Procore, Viewpoint, Foundation, or similar).
• Experience writing knowledge base content or training teammates.
• Utilized AI to build internal tools or improve workflows.

Benefits

• Competitive salary, commission, and equity packages.
• Comprehensive medical, dental, FSA, and vision plans.
• 401(k) Retirement Plan with company-matched contributions.
• Flexible PTO.
• 16-week paid parental leave for all parents.
• Annual educational allowance for professional development.
• Snacks, coffee, lunch, and commuter benefits for in-office employees.
• Company-wide and team-specific off-sites per year.

Before you apply

• An AI tool may review your application against specific qualifications.
• The interview process includes a Recruiter Screen, Hiring Manager Interview, Take Home Exercise, Domain Challenge, and Final Leadership Interview.

About the company

Miter uses AI and embedded payments to rebuild core HR, finance, and operations systems for construction contractors. They are a fast-growing vertical software company.