Collective
Member Resolutions Lead
$165K–$200K
United States · Remote · Full-time · Posted Oct 9, 2026
- Experience
- 6+ years across tax and accounting practice and operations.
About the job
Own escalated member issues end to end and build the policies, models, and workflows that make resolutions consistent and scalable.
What you'll do
- Take over complex member escalations, set and deliver resolution plans, and coordinate fixes with Accounting, Tax, and Entity Ops.
- Lead member representation cases before the IRS or state agencies when needed, with a licensed Tax team member holding Power of Attorney.
- Build resolution policies, decision rights, economics models, escalation routing, case records, and SLAs; use root-cause analysis to reduce escalations.
What they ask for
- 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.
- Track record owning high-stakes client or customer escalations end to end, including financial, legal, or reputational exposure.
- Evidence of building a system such as a written policy, decision framework, rule set, workflow, or dashboard.
- Quantitative modeling skills, including expected value, thresholds, and cohort analysis; ability to build models in spreadsheets or SQL.
Nice to have
- Current or past CPA or Enrolled Agent credential.
Pay
$165K – $200K USD base salary
Tools
Jira, Zendesk, Slack, email, spreadsheets, SQL
Model-written summary · the original posting is authoritative