Member Resolutions Lead (CPA or EA required)

Collective•San Francisco, CA

2d•$165,000 - $200,000•Remote

About The Position

Collective is seeking a founding Member Resolution Lead who will own every escalated member issue and the system that resolves them. This role is crucial for ensuring that member issues are handled consistently and effectively, regardless of who they interact with. The lead will be responsible for managing complex cases, acting as a single point of contact, and designing and implementing a scalable resolution system. This includes developing a taxonomy, defining decision rights, creating a resolution economics model, and establishing root-cause analysis loops to prevent future escalations. The ideal candidate is a CPA or EA with experience in tax and accounting practice, operations, systems thinking, and a calm demeanor when dealing with upset members or executives.

Requirements

An 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.
A track record owning high-stakes client or customer escalations end to end, including cases with financial, legal or reputational exposure.
Evidence that you have built a system, not only worked a queue: written policies, decision frameworks, rules or automation, workflows and dashboards. You can show what you built and what changed because of it.
Comfort with quantitative modeling such as expected value, thresholds and cohort analysis. You build your own models in spreadsheets or SQL and explain them to non-specialists.
Working knowledge of the legal and regulatory side of tax practice: Circular 230, Section 7216, penalty abatement and reasonable cause, notice response, and where a tax question becomes a legal one.
A calm, warm and direct manner with upset people. Members mostly want the problem fixed and to feel heard, and you can do both in the same conversation.

Responsibilities

Own every escalation end to end, from routine fee-waiver and refund requests to complex service failures and cases with legal, regulatory or reputational exposure.
Act as the single point of contact for escalated members: listen, explain what happened in plain language, commit to a resolution plan with dates, and deliver it.
Diagnose tax and accounting failures yourself, 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 a case requires it.
Resolve vendor-caused harm for members, document it, and recover costs from the vendor.
Build the resolution economics model that weighs payouts against handling cost, retention and legal or reputational exposure, and use it to set auto-approval thresholds.
Write the resolution policy and decision-rights matrix: what you decide alone, what needs a second reviewer, and what goes to Legal or executive leadership.
Specify the rules, routing and case record that Strategic Operations and Engineering build, and own their performance once live.
Stand up a single case record and an escalated-member flag, retire Slack channels and direct messages as places where escalations are managed, and set SLAs by lane.