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MiterMiterUnited States

Associate Customer Support Specialist

Provides Tier 1 customer support across payroll, taxes, HR, and benefits, resolving tickets with empathy and strong follow-through. The role suits an early-career candidate who learns complex SaaS products quickly and can manage a fast-paced support queue.

55k – 65k/yr
RemoteEntry levelCustomer Support

About the role

Responsibilities

  • Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits.
  • Ramp quickly on the product, ticketing tools, and knowledge base, then resolve tickets independently within weeks.
  • Use troubleshooting frameworks and internal resources to diagnose issues, ask clarifying questions, and deliver clear, empathetic responses.
  • Follow up proactively, involve Specialists when needed, and ensure tickets are fully resolved.
  • Develop a product specialization over time.
  • Contribute to team SLAs and handle 60–70% of assigned tickets without escalation by month two.

Requirements

  • 0–2 years in a customer-facing role such as support, customer success, retail, or hospitality; non-traditional backgrounds are welcome.
  • Demonstrated ability to ramp quickly on a complex product or domain.
  • Comfortable in a fast-paced, ticket- or queue-driven environment while managing multiple open cases.
  • Proficient with modern SaaS tools and able to learn new products deeply.
  • Comfortable using a help desk or ticketing system such as Pylon, Zendesk, Intercom, Front, or similar.
  • Able to follow troubleshooting frameworks and use a knowledge base to diagnose issues independently.
  • Coachable, receptive to feedback, and willing to ask for help.
  • Demonstrates high ownership and proactive follow-through.
  • Empathetic and patient with customers under time pressure.
  • Curious about the construction industry and customers’ operational realities.

Compensation and Benefits

  • Competitive salary, commission, and equity packages.
  • Medical, dental, FSA, and vision plans.
  • Company-matched 401(k) contributions.
  • Flexible paid time off.
  • 16 weeks of paid parental leave for all parents, including adoptive and foster parents.
  • Annual educational allowance for professional development.
  • Snacks, coffee, lunch, and commuter benefits for in-office employees.
  • Company-wide and team-specific off-sites.
  • Travel several times a year for onboarding and company off-sites.

Skills

Payrolltaxeshuman resourcesBenefits AdministrationSaaSpylonZendeskIntercomfrontticket troubleshootingknowledge bases

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