Member Resolutions Lead, CPA/EA Required

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of every escalation from beginning to end, including fee-waiver and refund requests, as well as intricate service failures and situations involving legal, regulatory, or reputational risks.

• Act as the sole point of contact for members with escalated issues.

• Listen attentively, clarify issues in straightforward terms, establish resolution plans with timelines, and ensure resolutions are delivered.

• Identify tax and accounting discrepancies and coordinate back-office corrections with Accounting, Tax, and Entity Operations.

• Hold Power of Attorney and represent members in dealings with the IRS and state agencies when necessary.

• Address vendor-related damages, document the incidents, and recover costs from the vendors involved.

• Develop a resolution economics model that considers payouts, handling costs, retention, and potential legal or reputational risks.

• Determine auto-approval thresholds.

• Draft resolution policies and decision-rights matrices.

• Define rules, routing, and case documentation for Strategic Operations and Engineering.

• Oversee system performance post-launch.

• Create a unified case record and flag for escalated members.

• Phase out Slack channels and direct messages as methods for managing escalations.

• Establish service level agreements (SLAs) based on escalation categories.

⛳️ Requirements

• Current CPA license or IRS Enrolled Agent credential, with the authority to represent taxpayers before the IRS.

• Over 8 years of experience in tax and accounting practices and operations.

• Hands-on experience in preparing or reviewing returns and financial records for small businesses or self-employed clients.

• Proven track record of managing high-stakes client or customer escalations from start to finish, including those with financial, legal, or reputational implications.

• Demonstrated ability in creating systems that include written policies, decision frameworks, rules or automation, workflows, and dashboards.

• Capability to develop quantitative models using expected value, thresholds, and cohort analysis.

• Proficiency in building models in spreadsheets or SQL and articulating them to non-specialists.

• Familiarity with Circular 230, Section 7216, penalty abatement, reasonable cause, notice response, and the circumstances under which a tax question transitions into a legal issue.

• Maintain a calm, warm, and direct approach when interacting with distressed individuals.

• Legally authorized to work in the United States.

• Active CPA or EA in the state of residence.

🏝️ Benefits

• $200 quarterly reimbursement to enhance your well-being.

• Complimentary lunch provided on in-office workdays for those on a hybrid schedule.

• $150 monthly reimbursement for transit costs for those working in a hybrid setup.

• Flexible paid time off (PTO) along with 14 company holidays.

• Full medical, dental, and vision coverage for employees.

• 75% medical, dental, and vision coverage for dependents.

• 16 weeks of fully paid parental leave.

• 401k retirement plan.

• Equity package.

• Quarterly virtual events.

• Annual in-person summit.

• Remote-friendly working environment.