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Customer Support Lead

Numeral

San Francisco, CA

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JOB DETAILS
SKILLS
Artificial Intelligence (AI), Automation, Cross-Functional, Customer Churn, Customer Experience, Customer Support/Service, Financial Compliance, Knowledge Base, Leadership, Metrics, Product Engineering, Software as a Service (SaaS), Startup, Systems Scalability, Tax Regulations, Team Lead/Manager
LOCATION
San Francisco, CA
POSTED
2 days ago
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.

About the Company

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Numeral

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