Customer Support Lead

Numeral•San Francisco, CA

11d

About The Position

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.

Requirements

Experience building or scaling Customer Support functions in high-growth environments and are comfortable operating in ambiguity.
Been responsible for key metrics such as support response rate, resolution times, CSAT, and NPS in a high-growth company.
Experience building processes, defining metrics, and creating scalable systems that support both enterprise and mid-market customers.
Experience leveraging AI tools or automated workflows to deflect common support tickets or predict customer churn before it happens.

Nice To Haves

Experience in Fintech, SaaS, financial infrastructure, tax, compliance, or finance workflows
Background in high-growth startup environments (Series C+)

Responsibilities

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.
Implement scalable processes, leveraging automation and AI. Develop the internal knowledge base and training protocols required to handle complex tax nexus and filing inquiries with 100% accuracy.
Manage a team of over 20 Customer Support representatives and continue building the function as the company scales.
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.