Member Resolutions Lead (CPA or EA required)

Overview

This role is responsible for owning escalated member issues end to end and building the system that resolves them at scale. The position covers complex cases involving tax, accounting, service failures, vendor-caused harm, and matters that may require representation before the IRS or state agencies.

As the founding Member Resolution Lead, you will also define the policies, decision rights, resolution economics, routing rules, SLAs, and feedback loops that reduce the reasons members escalate in the first place.

Responsibilities

• Own escalated member issues end to end, ranging from routine fee-waiver and refund requests to complex service failures and cases with legal, regulatory, or reputational exposure.
• Serve as the single point of contact for escalated members by:
  • Listening and understanding the situation
  • Explaining what happened in plain language
  • Committing to a resolution plan with dates
  • Delivering the agreed plan
• Diagnose tax and accounting failures, set the resolution plan, and direct the back-office fix 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 for members by documenting the issue and recovering costs from the vendor.
• Build and use a resolution economics model that weighs payouts against handling cost, retention, and legal or reputational exposure, including setting auto-approval thresholds.
• Write the resolution policy and decision-rights matrix, including:
  • What you decide alone
  • What requires a second reviewer
  • What escalates to Legal or executive leadership
• Define routing rules and the case record for Strategic Operations and Engineering to build, and own performance once live.
• Stand up a single case record and an escalated-member flag; retire Slack channels and direct messages as tools for managing escalations; set SLAs by lane.

Requirements

• 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, including hands-on preparation or review of returns and books for small businesses or self-employed clients.
• Demonstrated track record owning high-stakes customer escalations end to end, including cases with financial, legal, or reputational exposure.
• Evidence of building a system beyond queue management, including written policies, decision frameworks, rules or automation, workflows, and dashboards; ability to show what you built and what changed because of it.
• Comfort with quantitative modeling (expected value, thresholds, cohort analysis). Ability to build models in spreadsheets or SQL and explain them to non-specialists.
• Working knowledge of the legal and regulatory side of tax practice, including:
  • Circular 230
  • Section 7216
  • Penalty abatement and reasonable cause
  • Notice response
  • Understanding where a tax question becomes a legal one
• Calm, warm, and direct communication with upset people; ability to both fix the problem and ensure members feel heard.

Preferred Qualifications

• Experience handling escalations that require executive involvement and cross-functional coordination across tax, accounting, and operations.

Compensation & Benefits

• Health & Wellness: $200 quarterly reimbursement to support your well-being.
• Time Off: Flexible PTO plus 14 company holidays.
• Health & Wellness Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents.
• Parental Leave: 16 weeks fully paid.
• Retirement & Ownership: 401k plan plus an equity package.
• Commuter Support (hybrid schedule): $150 monthly reimbursement for transit expenses.
• Fresh Lunch (hybrid schedule): Provided on in-office days.

Location

Remote-friendly within the U.S. for this role. Bay Area-based employees follow a hybrid schedule.