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Collective is a fintech platform serving self-employed professionals and small business owners, offering integrated services including business incorporation, accounting, bookkeeping, tax services, and community access. The company is backed by top-tier investors including General Catalyst, Sound Ventures, and Google's Gradient Ventures, and is scaling from ~9,000 to 22,000 members by mid-2027.
As the founding Member Resolutions Lead, you will own the end-to-end escalation management system for all member issues at Collective. This is a high-impact role combining hands-on case ownership with systems design and operational leadership.
Key responsibilities include:
- Owning every escalated member issue from routine requests (fee waivers, refunds) to complex cases involving service failures, legal exposure, regulatory issues, or reputational risk
- Serving as the single point of contact for escalated members: listening, explaining outcomes clearly, committing to resolution plans with dates, and delivering results
- Diagnosing tax and accounting failures directly, setting resolution plans, and directing fixes with Accounting, Tax, and Entity Ops teams
- Holding Power of Attorney and representing members before the IRS and state agencies when required
- Resolving vendor-caused harm, documenting it, and recovering costs from vendors
- Building the resolution economics model that weighs payouts against handling costs, retention, and legal/reputational exposure to set auto-approval thresholds
- Writing resolution policies and decision-rights matrices defining what you decide alone, what requires review, and what escalates to Legal or executive leadership
- Specifying rules, routing, and case records for Strategic Operations and Engineering to build, then owning performance post-launch
- Establishing a unified case management system, retiring ad-hoc Slack channels and direct messages as escalation management tools, and setting SLAs by case type
This role requires both deep technical tax/accounting expertise and operational systems thinking. You will calm upset members and executives alike while building scalable processes that remove root causes of escalations.
Requirements:
- Active CPA license or IRS Enrolled Agent (EA) credential with authority to represent taxpayers before the IRS
- 8+ years of combined experience in tax and accounting practice and operations, including hands-on preparation or review of returns and books for small businesses or self-employed clients
- Proven track record owning high-stakes client or customer escalations end-to-end, including cases with financial, legal, or reputational exposure
- Demonstrated ability to build systems, not just work queues: written policies, decision frameworks, rules, automation, workflows, and dashboards with measurable impact
- Comfort with quantitative modeling (expected value, thresholds, cohort analysis); ability to build models in spreadsheets or SQL and explain them to non-specialists
- Working knowledge of legal and regulatory aspects of tax practice: Circular 230, Section 7216, penalty abatement, reasonable cause, notice response, and distinguishing tax questions from legal ones
- Calm, warm, and direct communication style with upset people; ability to fix problems while making members feel heard
