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About the Role
Collective is redefining the way businesses-of-one operate by providing an integrated platform for financial independence, including incorporation, accounting, bookkeeping, and tax services. This founding Member Resolution Lead role owns every escalated member issue and the system that resolves them, ensuring consistent and fair outcomes for complex cases. The ideal candidate is a CPA or EA with operations experience, systems thinking, and strong communication skills to manage member relationships and drive resolutions.
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.
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.
Skills
- Tax practice
- Accounting practice
- Operations management
- Systems thinking
- Quantitative modeling
- Spreadsheet proficiency
- SQL proficiency
- Legal and regulatory knowledge (Circular 230, Section 7216)
- Communication skills
- Conflict resolution
Location
- Remote (U.S.)
- Bay Area (Hybrid)
Work Type
- Remote
- Hybrid
Experience Level
- 8+ years
Education Level
- CPA license or IRS Enrolled Agent credential
Benefits
- $200 quarterly reimbursement for well-being
- Fresh lunch provided on in-office days (hybrid schedule)
- $150 monthly reimbursement for transit expenses (hybrid schedule)
- Flexible PTO
- 14 company holidays
- 100% medical, dental, and vision coverage for employees
- 75% coverage for dependents' medical, dental, and vision
- 16 weeks fully paid parental leave
- 401k plan
- Equity package
- Quarterly virtual team events
- Annual in-person summit
About the Company
- 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.
- Backed by investors including General Catalyst, Sound Ventures, QED Investors, Google’s Gradient Ventures, Expa.
- Investors have financed iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, and Lyft.