Member Resolutions Lead

The role

The Member Resolutions Lead owns every escalated member issue and the system used to resolve them. You will manage complex member relationships, drive fixes with accounting and tax teams, and design scalable resolution systems.

What you will do

• Own every escalation end to end from routine requests to complex service failures.
• Act as the single point of contact for escalated members.
• Diagnose tax and accounting failures and direct the back-office fix.
• Direct the representation of members before the IRS and state agencies.
• Resolve vendor-caused harm and recover costs from the vendor.
• Build the resolution economics model to set auto-approval thresholds.
• Write the resolution policy and decision-rights matrix.
• Specify rules, routing and case records for Strategic Operations and Engineering.
• Stand up a single case record and set SLAs by lane.

Required qualifications

• 6+ years across tax and accounting practice and operations, including hands-on preparation or review of returns and books for small businesses or self-employed clients.
• A track record owning high-stakes client or customer escalations end to end.
• Evidence of building at least one system such as a written policy, decision framework, rule set, workflow or dashboard.
• Comfort with quantitative modeling such as expected value, thresholds and cohort analysis.
• Working knowledge of the legal and regulatory side of tax practice: Circular 230, Section 7216, penalty abatement and reasonable cause, notice response.
• A calm, warm and direct manner with upset people.

Nice to have

• CPA or Enrolled Agent credential, current or past

Benefits

• Remote-Friendly Environment
• $200 quarterly reimbursement for health and wellness
• Fresh Lunch provided on in-office days for hybrid employees
• $150 monthly reimbursement for transit expenses for hybrid employees
• Flexible PTO plus 14 company holidays
• 100% medical, dental, and vision for employees
• 75% coverage for dependents
• 16 weeks fully paid parental leave
• 401k plan
• Equity package
• Quarterly virtual events
• Annual in-person summit

About the company

Collective is on a mission to redefine the way businesses-of-one work through technology and a team of trusted advisors. They help members achieve financial independence by handling business incorporation, accounting, bookkeeping, and tax services.