Tax Operations Lead

Responsibilities

• Lead the end-to-end preparation and review cycle for business tax returns (forms 5472, 1065, 1120), ensuring accuracy, compliance, and adherence to quality standards.
• Serve as the primary escalation point for complex tax cases, making sound technical judgments and guiding the team through resolution.
• Coach and mentor team members on technical tax issues, helping them build expertise and confidence in handling challenging scenarios independently.
• Develop, maintain, and enforce SOPs and workflows; proactively identify opportunities to update processes and improve efficiency.
• Conduct regular QA reviews of prepared returns and client communications, ensuring professionalism, accuracy, and compliance at every stage.
• Support the Tax Manager in workload distribution and capacity planning to ensure SLA adherence across the team.
• Monitor and report on key team metrics: SLA compliance, daily ticket volume, QA scores, return completion status, and performance trends.
• Oversee client-facing tax inquiries, managing escalations with professionalism and ensuring inbox zero by end of each business day.
• Monitor and track extension filings, coordinating with clients to ensure completeness and on-time submissions.
• Partner with cross-functional teams (Customer Success, Data, Operations) to drive efficiency improvements and resolve systemic issues.
• Identify and flag recurring client pain points or process gaps to the Tax Manager for investigation and resolution.

Requirements

• 5+ years of experience in tax filing preparation for businesses, with demonstrated mastery of forms 5472, 1065, and 1120.
• 3+ years in a Supervisor or Team Lead capacity, with a track record of coaching and developing tax professionals.
• Deep, working knowledge of US tax law and the ability to apply it confidently across complex, non-standard scenarios.
• Proven experience designing or enforcing SOPs, quality standards, and workflows in a tax or accounting environment.
• Strong performance management skills — comfortable tracking KPIs, identifying gaps, providing structured feedback, and driving accountability.
• Ability to manage multiple priorities and high ticket volumes while maintaining quality and meeting SLAs.
• Proficiency with ticketing and CRM systems (HubSpot preferred).
• Strong written and verbal communication skills; able to convey complex tax guidance clearly to both clients and team members.
• Available to work a hybrid timezone schedule: 3 days aligned to European business hours (approx. CET/CEST midday), 2 days aligned to US mid-morning hours (ET/CT).

Bonus Qualifications

• Advanced CRM/Helpdesk Tools Knowledge: Expertise in HubSpot or comparable platforms for case management and reporting.
• Process Improvement: Familiarity with continuous improvement methodologies (Lean, Six Sigma, or similar).
• Experience with Client Retention Strategies: Proven track record of improving client satisfaction and reducing churn in a service environment.
• Bookkeeping Fluency: Ability to support or cross-cover on bookkeeping workflows when needed.

Compensation and Benefits

• Permanent role.
• Generous PTO / sick leave.
• Work directly with the lead CPA for the tax filing process, gaining direct experience.
• Free food and snacks (if in NYC office).
• Bring your dog to work (if in NYC office).">