Member Resolutions Lead

OpenKrill; United States; Hybrid; USD 120,000 - 165,000; Full time

Benefits offered by this job

Remote-friendly environment

Health & Wellness $200 quarterly

Fresh lunch on in-office days

Commuter support $150 monthly

Flexible PTO + 14 holidays

100% medical, dental, vision

Parental leave and 401k with equity

Job summary

Collective is seeking a senior Escalations lead to own end-to-end member escalations, from fee waivers to complex service failures with regulatory exposure. You will diagnose tax and accounting failures, coordinate with Accounting, Tax and Entity Ops, and represent members before IRS/state agencies when required.

We value a CPA or Enrolled Agent, 6+ years in tax and accounting spaces, and a track record of building policies, rules or dashboards to improve resolution.

Qualifications

• CPA or Enrolled Agent credential preferred.
• 6+ years in tax and accounting practice and operations.
• Proven track record owning high-stakes escalations end to end.
• Experience building policy, rules, or dashboards.

Responsibilities

• Own escalation end to end from routine to complex cases with potential regulatory exposure.
• Be the single point of contact for escalated members, explain outcomes, and commit to resolution dates.
• Diagnose tax and accounting failures and direct back-office fixes with Accounting, Tax and Entity Ops.
• Represent members before IRS and state agencies when needed.
• Resolve vendor-caused harm for members and recover costs from vendors.
• Build and use a resolution economics model to set auto-approval thresholds.
• Draft the resolution policy and rights matrix and define escalation paths.
• Define rules and case records that teams rely on and monitor performance after launch.

Skills

Tax depth

Accounting operations

Escalation management

Policy systems design

Quantitative modeling

Regulatory knowledge

Client communication

Education

CPA or Enrolled Agent

Tools

SQL

Spreadsheets

Job description

About Collective:

Collective is on a mission to redefine the way businesses-of-one work. Our technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform. We believe in empowering self-employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork.

Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, TechCrunch, and more. We are backed by General Catalyst, Sound Ventures, QED Investors, Google’s Gradient Ventures, Expa, and other investors who have financed iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, and Lyft.

About the role:

When something goes wrong for a member, the outcome should not depend on who they happen to reach or how loudly they complain. Today it too often does. Escalations are handled by whoever picks them up, context is spread across Jira, Zendesk, Slack and email, some cases stay open for months, and the hardest ones pull executives and line managers away from running the business. As Collective grows from about 9,000 to 22,000 members by mid-2027, escalation volume will grow with it.

What you'll do:

• 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.
• Direct the representation of members before the IRS and state agencies when a case requires it. A licensed member of the Tax team holds Power of Attorney, and you lead the case.
• 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.

What you'll bring:

• Enough tax and accounting depth to diagnose a failure yourself and judge whether Collective caused it. A CPA or Enrolled Agent credential, current or past, is strongly preferred.
• 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.
• 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 at least one system, not only worked a queue: a written policy, decision framework, rule set, workflow or dashboard. You can show what you built and what changed because of it. Strategic Operations and Engineering build the tools; you specify them.
• 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.

What we offer:

• Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. Please note that we're open to remote candidates within the U.S. for this role, but Bay Area-based employees follow a hybrid schedule.
• 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.
• Health & Wellness: $200 quarterly reimbursement to support your well-being.
• Time Off: Flexible PTO plus 14 company holidays.
• Comprehensive 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.
• Team Connection: Quarterly virtual events and an annual in-person summit.