Customer Support Lead

Numeral (YC W23)

Customer Support Lead building and scaling a world-class support function at Numeral. Managing a team of Customer Support representatives while collaborating across product and engineering.

Posted 5/13/2026full-timeSan Francisco • California • 🇺🇸 United StatesSenior💰 $180,000 - $250,000 per yearWebsite

About the role

Key responsibilities & impact

Own, lead, and evolve the Support organization
Improve response rate, resolution times, CSAT, and NPS
Implement scalable processes, leveraging automation and AI
Manage a team of over 20 Customer Support representatives
Serve as the voice of the customer internally, partnering closely with Product, Engineering, and GTM teams

Requirements

What you’ll need

Experience building or scaling Customer Support functions in high-growth environments
Responsible for key metrics such as support response rate, resolution times, CSAT, and NPS
Experience building processes, defining metrics, and creating scalable systems
Experience leveraging AI tools or automated workflows
Experience in Fintech, SaaS, financial infrastructure, tax, compliance, or finance workflows (strong plus)
Background in high-growth startup environments (Series C+)

Benefits

Comp & perks

Competitive compensation
Meaningful equity
Strong growth opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

process buildingmetrics definitionscalable systemsautomationAI toolscustomer support functions

Soft Skills

leadershipteam managementcustomer advocacycollaboration