Priority Support Specialist

Numeral•Salt Lake City, UT

6d•Hybrid

About The Position

Numeral is building an AI-native tax solution that combines AI agents, human expertise, and global compliance. Its platform automates sales tax compliance for e-commerce and SaaS businesses, including registrations, calculations, filings, and remittance. Priority Support handles complex customer issues such as filing discrepancies, state notices, calculation mismatches, and delayed registrations. The Priority Support Specialist owns difficult cases from investigation through resolution and serves as a trusted partner to a portfolio of strategic accounts. The role researches tax questions using primary sources, verifies findings, communicates clearly and compassionately with customers, investigates integration issues, and turns discoveries into documentation and actionable product feedback. The position is hybrid and requires being based in Salt Lake City.

Requirements

Meet one of the following experience paths: at least 2 years of hands-on US sales tax or VAT/indirect tax compliance work, including experience such as multi-jurisdictional filings, state notices, registrations, amended returns, or audits, and direct work with state departments of revenue or other tax authorities to resolve issues; or at least 5 years in customer support owning cases end to end, with demonstrated mastery of a complex domain and evidence of learning quickly.
Have client-facing experience in customer success, account management, consulting, or another client-facing role; experience owning a large account portfolio is ideal.
Have strong research habits, including checking primary sources and showing the basis for findings.
Have excellent written English and the ability to explain complex problems to non-technical customers in a calming way.
Be based in Salt Lake City for the hybrid role.

Nice To Haves

Experience with tax software or compliance platforms such as Avalara, Vertex, TaxJar, or Taxually, on the provider or practitioner side.
Experience using state and local GIS or jurisdiction databases to determine tax rates.
Startup experience or a track record of building processes rather than only inheriting them.

Responsibilities

Own complex cases from start to finish, including filing discrepancies, state notices, stuck registrations, and refund claims.
Reconcile customer figures with Numeral's records, trace transactions, and contact state departments of revenue when needed.
Manage a portfolio of strategic accounts, build trusted relationships, and ensure customers receive measurable value from Numeral's platform and services.
Research tax questions using primary sources such as state guidance, statutes, and jurisdiction databases; use AI tools to work efficiently and verify information before sharing it with customers.
Document new solutions so teammates can resolve similar issues more efficiently.
Write accurate, clear, and considerate customer responses, including updates that explain what is known, what is being investigated, and when the customer will hear back.
Investigate integration issues involving Shopify, Stripe, and custom APIs; reproduce problems and provide Engineering with actionable bug reports.
Identify recurring issues and bring patterns forward with proposed fixes.
Share knowledge with teammates, help resolve difficult cases, and contribute to improving documentation and processes.