Member Resolutions Lead (CPA or EA required)

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.

As the founding Member Resolution Lead, you own every escalated member issue at Collective and the system that resolves them. For our most complex cases you are the single-threaded owner: you take over the member relationship, calm the situation, set a resolution plan, drive the fix with our accounting and tax teams, represent the member before the IRS or a state when needed, and close the loop.

At the same time, you design and implement the system that makes this scale: the taxonomy, the decision rights, the resolution economics model that decides what can be auto-approved, the rules that fast-track small claims, and the root-cause loop that removes the reasons members escalate in the first place.

If you are a CPA or EA who has practiced tax and accounting, has run operations, thinks in systems and models, and stays calm and clear with an upset member or a CEO, this is the role.

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.
• Hold Power of Attorney and represent members before the IRS and state agencies when a case requires it.