Last tax season showed us that we need to strengthen our internal processes and expand our team. Since then, we’ve made (and continue to make) real, structural changes across the business. This isn’t a one-time fix – it’s an ongoing commitment, and you’ll continue to see improvements throughout the summer.
To ensure timelier books and accuracy of tax forms, we:
- Have doubled our bookkeeping and tax staff.
- Built more internal tools and revamped our processes to improve how we work behind the scenes. Specifically, we continue to develop our proprietary software (the Cookie Jar) so you get a clearer picture of your finances, quicker answers to your questions, and your books faster and with fewer back-and-forth requests.
- Implemented a stronger review system for tax returns and books, which means more eyes on your financials.
To ensure smooth and timely communication, we:
- Established the Creator Accountant role to serve as your main point of contact. While there are tax, payroll, entity formation, and other experts supporting each client, the Creator Accountant oversees the quality of bookkeeping and ensures each client feels informed and in control of their financials.
- Have committed to a 2 business day response time.
- Introduced, and are continuing to build out, an internal information and workflow hub so that the Cookie team can ensure each client receives top-quality service and zero disruption.
To solidify our internal team we:
- Added experienced leadership to the management team to drive these changes and spearhead our effort to deliver better service.
Luke Wimer, Chief Operating Officer, joined us to strengthen our processes and team capabilities. Bringing many years of experience running high-volume financial services businesses, Luke is already focused on team expansion, quality control procedures, and operational rhythms that will let us deliver on our promises, day after day.
Jennifer Brussow, our new VP of Data, is building the internal systems that help our team respond faster and avoid things falling through the cracks. She’s also working on tools that will, down the line, give you clearer visibility into your own financial picture – think benchmarks, trends, and insights built specifically for creators.
This is just the start.
These changes reflect our commitment to doing right by you. Thank you for your patience and for trusting us with your business.