Member Resolutions Lead (CPA or EA required)

📋 Description

• Own every escalation end to end, from routine fee-waiver and refund requests to complex service
• Act as the single point of contact for escalated members: listen, explain what happened in plain
• Diagnose tax and accounting failures yourself, set the resolution plan, and direct the back-office
• Hold Power of Attorney and represent members before the IRS and state agencies when a case requires
• 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

🎯 Requirements

• An active CPA license or IRS Enrolled Agent credential, with authority to represent taxpayers
• 8+ years across tax and accounting practice and operations, including hands-on preparation or
• A track record owning high-stakes client or customer escalations end to end, including cases with
• Evidence that you have built a system, not only worked a queue: written policies, decision
• Comfort with quantitative modeling such as expected value, thresholds and cohort analysis. You
• Working knowledge of the legal and regulatory side of tax practice: Circular 230, Section 7216

🎁 Benefits

• Remote-Friendly Environment: Flexibility to work from home while staying connected to the team.
• Health & Wellness: $200 quarterly reimbursement to support your well-being.
• Fresh Lunch: Provided on in-office days for those in a hybrid schedule.
• Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule.
• Time Off: Flexible PTO plus 14 company holidays.
• Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents.