Customer Support Lead at Numeral

About The Company Numeral is transforming how taxes get done. Digital businesses are currently bogged down by a painful web of regulations across 47 states and 50+ countries. We’re eliminating this burden so teams can focus on their core mission. We’re the largest and fastest growing AI-native tax solution. Started in 2023, Numeral has raised over $57M from Benchmark, Mayfield, Y-Combinator, and many others. We now serve over 2,500 paying customers and have more than tripled our revenue every year in our history. About the role Numeral is hiring a Customer Support Lead to build and scale a world-class support function. This leader will manage the support team, while establishing the systems, processes, and team required to scale. What you’ll do Customer Support Excellence: You will own, lead, and evolve the Support organization, creating a high-quality, responsive experience for customers. This includes improving response rate, resolution times, CSAT, and NPS. AI & Automation: You will implement scalable processes, leveraging automation and AI. You will develop the internal knowledge base and training protocols required to handle complex tax nexus and filing inquiries with 100% accuracy. Lead & Scale the Team: You will manage a team of over 20 Customer Support representatives and continue building the function as the company scales. Cross-Functional Partnership: You will serve as the voice of the customer internally, partnering closely with Product, Engineering, and GTM teams to align on priorities and ensure a seamless customer experience. What you’ll bring A Builder at Heart: You have experience building or scaling Customer Support functions in high-growth environments and are comfortable operating in ambiguity. Customer Experience Ownership: You have been responsible for key metrics such as support response rate, resolution times, CSAT, and NPS in a high-growth company. Strong Operator: You bring experience building processes, defining metrics, and creating scalable systems that support both enterprise and mid-market customers. Modern and AI-forward: Experience leveraging AI tools or automated workflows to deflect common support tickets or predict customer churn before it happens. BONUS: - Experience in Fintech, SaaS, financial infrastructure, tax, compliance, or finance workflows (strong plus) - Background in high-growth startup environments (Series C+) Why Join The Company? - Be a core operator at a fast-growing, AI-native company. - Work directly with leadership and influence how the core product scales. - Gain exposure across Product, Engineering, Data, and Operations. - Make a visible, immediate impact on execution and outcomes. - Competitive compensation, meaningful equity, and strong growth opportunities.