Customer Support Lead: Scale AI-Driven CX

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. #J-18808-Ljbffr Numeral