Tier 2 Support Specialist

About the Role

Numeral automates sales tax compliance for e-commerce and SaaS businesses: registrations, calculations, filings, and remittance. Tier 2 is where the trickier tax questions come in, like a filing discrepancy, a state notice a customer is trying to make sense of, a calculation that doesn't match their books, or a registration waiting on a state's system.

Sales tax is a complex, detailed domain, and getting it right matters a lot to our customers. There are two great paths into this role: you already know sales tax, or you've built deep expertise in another complex area and are excited to do it again here. Some of our strongest teammates started with no tax background and became the people everyone turns to. What they shared was a solid support foundation, careful research habits, and real curiosity about mastering a challenging subject.

What You'll Do

• Own the hard cases, start to finish. Filing discrepancies, state notices, stuck registrations, refund claims: you'll take them from "something's wrong" to resolved. That means reconciling a customer's numbers against ours, tracing transactions, or picking up the phone with a state DOR when their website isn't telling the whole story.
• Own a portfolio of strategic accounts: Be the go-to partner for our high-value clients. Build trusted relationships and make sure each account gets measurable value from Numeral's platform and services.
• Find the real answer, then make it findable. Research against primary sources (state guidance, statutes, jurisdiction databases), use AI tools to move faster, and verify before anything reaches a customer. When you solve something new, write it down so the next person gets there in five minutes instead of fifty.
• Be the calm voice on the other end. Write replies that are accurate, clear, and kind, especially for customers who are worried about money they might owe a state. Sometimes the most valuable thing you send is "here's what I know, here's what I'm checking, and here's when you'll hear from me."
• Bridge support and product. Dig into integration issues (Shopify, Stripe, custom APIs), reproduce what's going wrong, and hand Engineering bug reports they can act on right away. When the same problem keeps showing up, bring the pattern forward with a proposed fix.
• Make the whole team sharper. Share what you learn, help teammates when they're stuck, and ask for help when you are. No one here knows every state's rules, so we get good at this together. Leave our docs, processes, and each other a little better than you found them.

What You'll Bring

• One of the following (required):
• A tax background: 2+ years of hands-on US sales tax (or VAT/indirect tax) compliance work, such as multi-jurisdictional filings, state notices, registrations, amended returns, or audits. You've also worked directly with state DORs or other tax authorities to resolve issues.
• Deep expertise in another complex field: 5+ years in customer support where you owned cases end to end. In that time you mastered a complex domain (e.g., lending, insurance, solar, medical devices, payments, logistics) and went from zero to the person everyone asked. You can point to proof that you learn fast, like trainings you built, docs you wrote, certifications you earned, or being handed the hard cases within months.
• Plus (required):
• Client-facing experience: You've worked in customer success, account management, consulting, or another client-facing role, ideally owning a large portfolio of accounts.
• Strong research habits: you check primary sources and can show your work
• Excellent written English: you can explain a hard problem to a non-technical customer and calm things down in writing

Nice to Haves

• Experience with tax software or compliance platforms (Avalara, Vertex, TaxJar, Taxually, or similar), on either the provider or practitioner side
• Experience using state and local GIS/jurisdiction databases to determine rates
• Startup experience, or a track record of building processes instead of just inheriting them

Location

• This role is hybrid (must be based in Salt Lake City)

What We Offer

• Competitive salary and equity - you'll share directly in the company's success
• Full medical, dental, and vision coverage
• Wellness perks like Headspace and the Peloton One App
• 401(k) to help you build long-term financial security
• Lunch and snacks when you're in the office
• Regular team offsites and company events as we grow
• A culture built on ownership - your work matters and people will see it!