Tax Operations Lead

Requirements

• This is not a pure management role — it’s built for someone who loves diving deep into complex tax scenarios, thrives on coaching others through difficult cases, and takes genuine pride in the quality and consistency of every return that leaves the team
• 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)
• (Desirable) Advanced CRM/Helpdesk Tools Knowledge: Expertise in HubSpot or comparable platforms for case management and reporting
• (Desirable) Process Improvement: Familiarity with continuous improvement methodologies (Lean, Six Sigma, or similar)
• (Desirable) Experience with Client Retention Strategies: Proven track record of improving client satisfaction and reducing churn in a service environment
• (Desirable) Bookkeeping Fluency: Ability to support or cross-cover on bookkeeping workflows when needed

What the job involves

• We’re looking for a seasoned Tax Operations Lead to be the technical backbone of our tax operations
• You’ll own the preparation and review cycle, serve as the go-to escalation point, and work closely with the Tax Manager to continuously raise the bar on process quality
• You’ll also play a key role in mentoring team members, helping them grow their technical skills and build confidence handling challenging client situations
• 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
• You will work directly with the lead CPA for the tax filing process, gaining direct experience