Responsibilities

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, direct the member's representation 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 have practiced tax and accounting, ideally as a CPA or EA, have run operations, think in systems and models, and stay calm and clear with an upset member or a CEO, this is the role.
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.
Direct the representation of members before the IRS and state agencies when a case requires it. A licensed member of the Tax team holds Power of Attorney, and you lead the case.
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.

Member Resolutions Lead (CPA or EA required) at Collective · LumiJobs

Member Resolutions Lead (CPA or EA required)

Responsibilities

Qualification

Required

Benefits

Company

Collective

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