Member Resolutions Lead, CPA/EA Required

Collective

. Own every escalation end to end, from fee-waiver and refund requests to complex service failures and cases involving legal, regulatory or reputational exposure .

Posted 10/9/2026full-timeRemote • United StatesSenior💰 $165,000 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in tax and accounting operations, with a strong focus on managing escalations and building resolution frameworks. Proficient in developing quantitative models and policies to address complex client issues while ensuring compliance with relevant regulations.

Highest-signal resume keywords

Active CPA LicenseIRS Enrolled Agent CredentialTax and Accounting OperationsQuantitative Model DevelopmentEscalation Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Tax PreparationAccounting ReviewSQLSpreadsheet ModelingPolicy WritingDecision FrameworksWorkflow AutomationCase DocumentationSLA SettingResolution Economics Modeling

Soft Skills

Calm CommunicationEmpathyDirectness

Certifications & Qualifications

CPA LicenseIRS Enrolled Agent Credential

Industry Keywords

Circular 230Section 7216Penalty AbatementReasonable CauseNotice ResponseLegal Tax Questions

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own every escalation end to end, from fee-waiver and refund requests to complex service failures and cases involving legal, regulatory or reputational exposure
Serve as the single point of contact for escalated members
Listen, explain issues in plain language, establish resolution plans with dates, and deliver resolutions
Diagnose tax and accounting failures and direct back-office fixes with Accounting, Tax and Entity Ops
Hold Power of Attorney and represent members before the IRS and state agencies when required
Resolve vendor-caused harm, document it, and recover costs from vendors
Build a resolution economics model weighing payouts, handling cost, retention, and legal or reputational exposure
Set auto-approval thresholds
Write resolution policies and decision-rights matrices
Specify rules, routing, and case records for Strategic Operations and Engineering
Own system performance after launch
Establish a single case record and escalated-member flag
Retire Slack channels and direct messages as escalation-management locations
Set SLAs by escalation lane

Requirements

What you’ll need

Active CPA license or IRS Enrolled Agent credential, with authority to represent taxpayers before the IRS
8+ years across tax and accounting practice and operations
Hands-on preparation or review of returns and books for small businesses or self-employed clients
Track record owning high-stakes client or customer escalations end to end, including cases with financial, legal or reputational exposure
Evidence of building systems including written policies, decision frameworks, rules or automation, workflows and dashboards
Ability to build quantitative models using expected value, thresholds and cohort analysis
Ability to build models in spreadsheets or SQL and explain them to non-specialists
Working knowledge of Circular 230, Section 7216, penalty abatement and reasonable cause, notice response, and when a tax question becomes a legal one
Calm, warm and direct manner with upset people
Legally authorized to work in the United States
Active CPA or EA in the state of residency

Benefits

Comp & perks

$200 quarterly reimbursement to support your well-being
Fresh lunch provided on in-office days for those in a hybrid schedule
$150 monthly reimbursement for transit expenses for those in a hybrid schedule
Flexible PTO plus 14 company holidays
100% medical, dental, and vision coverage for employees
75% medical, dental, and vision coverage for dependents
16 weeks fully paid parental leave
401k plan
Equity package
Quarterly virtual events
Annual in-person summit
Remote-friendly work environment