Head of Support, Miter
$180-250k
+ Equity + Commission
More information about location
Payroll, HR, and expense management software for construction
Posted today
Payroll, HR, and expense management software for construction
21-100 employees
Posted today
$180-250k
+ Equity + Commission
More information about location
21-100 employees
Company mission
To make it easier and faster to build critical infrastructure.
Role
Who you are
- 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
- 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
- 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
What the job involves
- 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
- 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
- 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
- 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
Application process
- Recruiter Screen
- Hiring Manager Interview with COO
- Take Home Assignment // Presentation
- Team Round Interviews
- Final Leadership Interview with CEO
Our take
Miter is addressing the productivity issue in the construction industry. With construction expenses on the rise and many building companies still using HR and financial software originally developed in the 90s, Miter leverages breakthroughs in fintech infrastructure to create new HR, compliance, and financial software for construction companies.
It's all-in-one offering provides construction companies with payroll, labor compliance, and spend management tools that will help to save time and therefore bid on more public sector projects. Ultimately, most contractors outsource this type of work, so Miter saves money on employment too.
Founded in 2021, Miter has developed a sturdy and flexible platform which has a lot of promise. And now with some impressive funding, the company is ready to scale further to meet the needs of international clients.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Jul 2025
$14bn
Series B
Sep 2024
$23bn
Series A
Total funding: $52bn
Company benefits
- Medical insurance: Comprehensive plans with 100% coverage for Mitosaurs and 35% for dependents through Anthem, starting on the 1st of the month after your start date
- Dental & vision insurance: 80% dental and 100% vision coverage for Mitosaurs, with plans starting immediately on your first day
- Stock options: Be part of our success with equity in the company, featuring a 5-year vesting schedule and monthly vesting after your first year
- 401(k) retirement plan: 1% matched contributions to help you plan for your future
- Flexible spending accounts: Contribute to FSAs for medical and dependent care needs
- Unlimited PTO: Take the time you need to recharge and be your best self
- Parental leave: Sixteen-week paid leave for all parents, including adoptive and foster parents
Company values
- Win as a team: We’re determined and competitive, but we enjoy winning as a team far more than we enjoy winning as individuals. We invest in each other and love seeing each other succeed
- More wood, fewer arrows: We prioritize ruthlessly and throw our weight into only the projects that matter. We finish what we start
- Give a damn: We’re determined to leave our mark and hold ourselves and each other to high standards. We’re craftspeople at heart, and we enjoy the rigor and discipline required to perform at a high level
- Start with the customer: We are voracious students of our customers’ problems. We celebrate only when our customers celebrate
- Build the blueprint: We simplify complex problems in writing to create clarity. Clarity aligns our teams, sharpens our decision-making, and accelerates execution
- Win the next point: We learn from our wins and losses and put them behind us. We are relentless, playing each point with passion, poise, and confidence
Company HQ
475 Sansome St. San Francisco, CA
Leadership
Tobin Paxton
(Co-Founder & COO)Previously worked in Sales at Catalant Technologies. They also worked as an Associate Consultant at Parthenon-EY and as a Venture Fellow at Rock Health.
Connor Watumull
(Co-Founder & CEO)Previously Vice President at Bessemer Venture Partners, Senior Product Manager at Tile and Senior Associate Consultant at Bain & Company.
Salary benchmarks
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