Member Resolutions Lead (CPA or EA)

Job Summary

As the founding Member Resolutions Lead (CPA or EA), this full-time remote position will manage escalated member issues, acting as the single point of contact for complex cases while designing and implementing a scalable resolution system.

Key responsibilities

• Own every escalation end to end, from routine requests to complex service failures with legal or reputational exposure
• Act as the primary contact for escalated members, providing clear communication and committing to resolution plans
• Build and implement resolution policies and decision frameworks to streamline the escalation process and improve efficiency

Required qualifications

• Active CPA license or IRS Enrolled Agent credential
• 8+ years of experience in tax and accounting practice and operations, including hands-on preparation or review of returns
• Proven track record of managing high-stakes client escalations end to end
• Experience in building systems, including written policies and decision frameworks
• Comfort with quantitative modeling and familiarity with legal and regulatory aspects of tax practice