Tax Operations Lead

What we're looking for We’re looking for a seasoned Tax Operations Lead to be the technical backbone of our tax operations. 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. 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. This role operates on a hybrid schedule — three days aligned to European business hours and two days aligned to US mid-morning hours — making it ideal for someone based in a timezone that bridges both regions, or someone comfortable flex-scheduling across the week What you will do 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. Who you are 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 This is a permanent role with the company. Generous PTO / sick leave You will 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) About doola doola is building the OS for the next generation of online businesses. Formation. Legal Docs. EIN. US Address. Bank Account. Payments. Taxes. Website. US Phone Number. $1000s in Software Perks. And More. We handle the operational details. You grow your business. From start to six figures+ in revenue, we're with our companies for the long term. Our mission is to unlock the potential of human entrepreneurship and democratize access to wealth creation by empowering anyone in the world to turn their dream idea into their dream US business. We're seeing some exciting growth right now. Our product resonates strongly with customers worldwide, and we have worked with entrepreneurs on every continent (except Antarctica, yet!). We're backed by some of the top investors in the world, including Nexus Venture Partners, HubSpot, Y Combinator, and HustleFund. We know we're only scratching the surface of what's possible in terms of the value we know we can provide. Our customers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and enthusiasm for small businesses, you will find a home at doola. doola is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. doola considers qualified applicants with criminal histories consistent with applicable federal, state, and local law. doola is also committed to providing reasonable accommodations for talented individuals with disabilities and disabled veterans in our job application procedures. 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