Member Resolutions Lead (CPA or EA)

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 efficiencyRequired qualificationsActive 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