Offer summary

Qualifications:

2+ years of experience in a customer-facing role such as support or account management., Strong understanding of customer experience (CX) principles and best practices., Excellent written and verbal communication skills with strong interpersonal abilities., Demonstrated organization and project management skills with a keen attention to detail..

Key responsibilities:

Serve as the first point of contact for clients to address and resolve their issues.

Maintain consistent communication between clients and internal teams regarding problem resolution.

Track and analyze client feedback to identify trends and improve customer experience.

Assist in creating playbooks for best practices in customer communications.

Job description

About NumeralHQ

Numeral is building the automation backbone for internet commerce — starting with the painful world of sales tax compliance. We handle everything from registration to remittance, delivering a white-glove service so e-commerce businesses can stay laser-focused on what they do best: growing their products, customers, and teams.

We’re one of the fastest-growing companies from Y Combinator’s W23 batch, backed by top-tier investors including Benchmark Capital. Our team has deep roots from the early days at Stripe, Airbnb, Notion, and other breakout companies — and now we’re bringing that same level of craft, speed, and ambition to a space that’s long overdue for reinvention.

Numeral is small but mighty. Growth is already borderline unmanageable — which means every hire we make now will directly shape the trajectory of the company. If you’re excited about joining as an early team member and want the kind of ownership that defines careers, we want to meet you.

Mission

Running an online business today means wearing a thousand hats — most of them not the reason founders started their company. Our mission is to eliminate the administrative and accounting burdens that distract businesses from doing what they love.

We’ve already helped hundreds of merchants avoid the headache of building giant finance teams just to manage tax compliance. Tomorrow, we’re scaling that impact even further: building the automation layer that lets internet businesses stay nimble, compliant, and future-proof.

About the role:

As a Customer Support Specialist, you will be a champion for the needs of our customers. Post-sales, you’ll serve as the first point of contact for clients to have their pain points heard, understood, and resolved. We’re seeking someone with strong communication skills who can successfully liaise between external clients and internal teams - from Sales and Implementation to Design and Engineering.

The Customer Support Specialist can work out of our San Francisco, CA headquarters, or this role is also US remote-friendly.

Responsibilities:

Become an expert at how Numeral operates so you can understand a customer’s problems and approach the appropriate groups to troubleshoot their needs.
Go above and beyond to demonstrate customer obsession and offer a truly awesome experience across all our clients.
Hop on calls and answer daily emails from clients in a timely and professional manner, proactively providing updates and follow ups when relevant.
Maintain alignment and consistent communication so that clients and internal teams are always on the same page about issues to be tackled and timelines for resolution.
Have a passion for root diagnosis and always be thinking about how our onboarding process can be improved or our product roadmap adjusted to reduce redundant support issues in the future.
Track and analyze client feedback to deeply understand customer behavior/trends and identify areas where we can deliver a more seamless journey.
Balance a bias for urgency and swift solutions against attention to detail and setting clients up for success in the long-run.
Assist in the creation of playbooks, or documented best practices that can be replicated in future customer communications.

Qualifications:

2+ years of experience in a customer-facing role (such as support, customer success, account management, biz ops, or consulting roles).
Prior experience in a tech start-up preferred and the ability to adapt to a fast-paced and ever-changing environment.
Strong understanding of CX principles and best practices.
Excellent communication (written and verbal) and interpersonal skills.
Demonstrated organization and project management skills. You pay attention to the tiniest details and create personal systems in your day-to-day to ensure nothing slips through the cracks.
Strong problem-solving and decision-making skills. Comfortable multi-tasking and can confidently juggle various high priority, time-sensitive initiatives.
Empathy and a genuine desire to help both customers and your internal teammates.

Why Join Us?

Be a core builder in an ambitious, globally minded startup.
Learn hands-on how to scale international compliance systems.
Work across functions and with leadership early in your career.
Make a visible impact immediately through enablement and operational design.
Enjoy a flexible, remote-first culture with strong mentorship and ownership opportunities.