Onboarding Team Lead - Hybrid at Numeral

ONBOARDING TEAM LEAD ABOUT NUMERAL Numeral is building the automation backbone for internet commerce — starting with the painful world of sales tax compliance. We handle everything from registration to remittance, delivering a white-glove service so e-commerce businesses can stay laser-focused on what they do best: growing their products, customers, and teams. We’re one of the fastest-growing companies from Y Combinator’s W23 batch, backed by top-tier investors including Benchmark Capital. Our team has deep roots from the early days at Stripe, Airbnb, Notion, and other breakout companies — and now we’re bringing that same level of craft, speed, and ambition to a space that’s long overdue for reinvention. Numeral is small but mighty. Growth is already borderline unmanageable — which means every hire we make now will directly shape the trajectory of the company. If you’re excited about joining as an early team member and want the kind of ownership that defines careers, we want to meet you. MISSION Running an online business today means wearing a thousand hats — most of them not the reason founders started their company. Our mission is to eliminate the administrative and accounting burdens that distract businesses from doing what they love. We’ve already helped hundreds of merchants avoid the headache of building giant finance teams just to manage tax compliance. Tomorrow, we’re scaling that impact even further: building the automation layer that lets internet businesses stay nimble, compliant, and future-proof. ABOUT THE ROLE We’re looking for an Onboarding Team Lead to manage and scale our implementation engine. We’ve hit an inflection point: our customer base is surging, and we need a leader to transform our onboarding from a high-touch manual process into a scalable, tech-enabled machine. You’ll oversee a team of 10+ Implementation Managers. This isn't just a "people management" role—you will be the architect of our customer’s first impression. You’ll own the metrics, refine the playbooks, and ensure that as we scale, our "white-glove" reputation remains intact. This is a high-impact leadership role for someone who thrives in ambiguity, builds structure from chaos, and knows how to scale both people and processes. RESPONSIBILITIES Team Leadership & Development - Manage & Coach: Oversee a high-performing team of 10+ Implementation Managers, providing the mentorship needed to navigate complex tax logic and customer hurdles. - Build the Bench: Own hiring, onboarding, and ongoing training as we continue to expand the team. - Culture of Craft: Foster an environment of extreme accountability, urgency, and customer obsession. Performance & Operational Design - Own the Metrics: Drive team-level outcomes including Time-to-Value (TTV), onboarding completion rates, and CSAT. - Systematize Growth: Move us from "heroics" to "systems." Build and refine scalable playbooks and internal tooling that allow us to handle 5x the volume without sacrificing quality. - Data-Driven Decisions: Use data to identify bottlenecks, forecast capacity, and proactively address individual or process gaps. Customer Experience & Cross-Functional Leadership - Strategic Support: Act as the primary escalation point for complex implementations and step in to support our most high-value, strategic customers. - Product Feedback Loop: Partner closely with Product and Engineering to translate frontline insights into roadmap influence, identifying where the product can "self-serve" steps currently handled manually. - Define the Future: Help define how onboarding evolves as Numeral expands its product offering beyond initial compliance. QUALIFICATIONS - The Scaler: 5+ years of experience in implementation, onboarding, or operations, with at least 2+ years specifically managing or leading teams through high-growth phases. - Technical Intuition: You don't need to be an engineer, but you are comfortable discussing APIs, data migrations, and complex logic. - Process-Building Mindset: Proven ability to design workflows from scratch and iterate on them as the product evolves. - High Ownership: A bias for action and the "figure-it-out" factor required in an early-stage startup. - Communication: Excellent skills across both technical and non-technical stakeholders. BONUS POINTS - Experience managing onboarding/implementation in a high-growth SaaS or Fintech environment. - Experience supporting mid-market or enterprise customers. - Comfort with data analysis (SQL, advanced spreadsheets) to drive operational improvements. - Experience leveraging AI tools to improve team efficiency or customer workflows. WHY JOIN US? - Shape a Category-Definer: Lead a critical function at a company reinventing the "boring" but essential world of tax. - Top-Tier Talent: Work alongside alumni from Stripe, Airbnb, and Notion who value craft and speed. - Immediate Impact: Your work directly dictates Numeral’s ability to scale and retain its fastest-growing customers. - Remote-First Culture: Enjoy a flexible, remote-first environment with a high bar for excellence and strong ownership.