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Tier 2 Support Specialist
Numeral (YC W23). Own complex Tier 2 cases from identification through resolution, including filing discrepancies, state notices, stuck registrations, and refund claims .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in US sales tax, VAT, or indirect tax compliance, with strong research skills and the ability to communicate complex issues clearly to non-technical customers. Proficient in resolving complex Tier 2 cases and collaborating with tax authorities while utilizing tools like SQL and API integrations.
Highest-signal resume keywords
US Sales Tax ComplianceCustomer Support ExperienceSQL ProficiencyTax Software ExperienceResearch Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
US Sales TaxVATIndirect Tax ComplianceSQLJSON APIResearchData ReconciliationTechnical Problem SolvingBug ReportingDocumentation
Soft Skills
EmpathyClear CommunicationTeam CollaborationKnowledge Sharing
Tools & Technologies
ShopifyStripeTax SoftwareCompliance PlatformsGIS Databases
Industry Keywords
State Departments of RevenueTax AuthoritiesCustomer-Facing RoleSaaS Product SupportStartup Process-Building
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Own complex Tier 2 cases from identification through resolution, including filing discrepancies, state notices, stuck registrations, and refund claims
- Reconcile customer figures with company data and trace transactions
- Contact state Departments of Revenue and other tax authorities to resolve issues
- Research state guidance, statutes, and jurisdiction databases using primary sources and AI tools, then verify findings
- Document solutions so future cases can be resolved more efficiently
- Write accurate, clear, and empathetic customer responses
- Investigate Shopify, Stripe, and custom API integration issues
- Reproduce technical problems and provide actionable bug reports to Engineering
- Identify recurring issues and propose fixes
- Share knowledge, assist teammates, and improve documentation and processes
Requirements
What you’ll need- One of the following required: 2+ years of hands-on US sales tax, VAT, or indirect tax compliance work, or 5+ years in customer support or customer-facing technical roles owning cases end to end
- Tax-background candidates must have worked directly with state DORs or other tax authorities to resolve issues
- Deep-expertise candidates must have mastered a complex domain and demonstrate rapid learning through trainings, documentation, certifications, or ownership of difficult cases
- Strong research habits and ability to check primary sources and show work
- Experience supporting a SaaS product in a customer-facing role
- Comfort with SQL or similar query/log tools and reading JSON API requests and responses, or clear aptitude and eagerness to learn
- Excellent written English and ability to explain complex issues to non-technical customers
- Experience with tax software or compliance platforms, state and local GIS/jurisdiction databases, or startup process-building is nice to have
Benefits
Comp & perks- Equity
- Full medical, dental, and vision coverage
- Wellness perks including Headspace and the Peloton One App
- 401(k)
- Lunch and snacks when you're in the office
- Regular team offsites and company events
- Ownership-focused culture