M
Miteracollection
1-10 employees
apparel-and-fashion
apparel
breastfeeding
consumer-internet
consumers
e-commerce
fashion
information-technology
internet
luxury-apparel
maternal-health
motherhood
services
About Miteracollection
MITERA celebrates the modern mother throughout her motherhood journey, creating beautiful, practical, and functional dresses that support her lifestyle. Through our brand, we want to return the spotlight to those gorgeous, intelligent, and successful women who are experiencing the magic of motherhood. Mitera women might have different identities as individuals and as mothers, but we believe in and support those who balance the enriching experience of motherhood with their own interests, passions, and goals. In addition to being chic and refined, Mitera dresses are practical, functional and versatile for women to wear while nursing, during pregnancy, and beyond.
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Description
- At Miter, we’re on a mission to help construction contractors build with confidence by rebuilding core HR, finance, and operations systems using AI and embedded payments.
- We are seeking a Head of Support (Director to VP level) to scale our support operations from hundreds to tens of thousands of customers, ensuring a dependable and human-centric service experience.
- The role involves designing scalable support models, leading a team, establishing KPIs, reducing response times, and implementing automation and AI-driven solutions.
- The ideal candidate has over 10 years of support or operations leadership in high-volume SaaS or fintech environments, experience scaling support teams across multiple channels, and strong command of support metrics.
- Leadership qualities include team building, clear communication, and a customer-first mindset.
- The role is based in New York, NY, with a hybrid or remote work approach, and offers a competitive salary between $180,000 and $250,000 USD, along with comprehensive benefits.
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Requirements
- 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
- Thrive in fast-moving, high-growth environments
- Think in systems and operate with a customer-first mindset
- Take ownership and love solving complex problems with clarity and heart
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Benefits
- Competitive (well above market) salary, commission, and equity packages
- Comprehensive medical, dental, FSA, vision plans
- 401(k) Retirement Plan with company-matched contributions
- Unlimited PTO
- Generous 16-week paid parental leave for all parents, including adoptive and foster parents
- Annual educational allowance for external professional development
- Snacks, coffee, lunch, and commuter benefits for in-office employees
- Multiple company-wide and team-specific offsites per year