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.