Senior Member Support Specialist

Senior Member Support Specialist

Collective is on a mission to redefine the way businesses-of-one work. Our technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform. We believe in empowering self-employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork.

As a Senior Member Support Specialist at Collective, you will guide new members through a smooth and successful onboarding experience onto our all-in-one accounting platform, serving as a trusted resource for bookkeeping, payroll, and tax inquiries. This is a high-impact, customer-centric role where you will spend the majority of your day conducting video calls, breaking down complex technical topics into clear, easy-to-understand explanations.

We're looking for an expert who pairs deep accounting and payroll knowledge with genuine customer service instinctssomeone equally comfortable creating P&L reports and supporting solo entrepreneurs with a member-first mindset. The work is fast-paced and dynamic, and you'll play a key advisory role in helping self-employed people understand their finances and run their businesses with confidence.

Guide Members Through Onboarding & Ongoing Support

• Conduct video calls with members each day (approximately 45 hours daily), guiding them through onboarding and day-to-day account questions.
• Serve as a go-to resource for members navigating our platform, troubleshooting and escalating issues as needed.

Apply Accounting, Tax & Payroll Expertise

• Guide members through running their first payroll and understanding payroll taxes, including S-Corp payroll considerations.
• Break down complex tax and accounting topics into clear, easy-to-understand explanations.
• Support members pre and post onboarding with their support questions related to tax, accounting, payroll & overall use of our platforms.

Deliver Exceptional Member Experience

• Support entrepreneurs and the self-employed with a member-first mindset, treating every interaction as a chance to build trust.
• Bring strong customer service instincts to every call, email, and message professional, warm, and solutions-oriented.
• Manage multiple member conversations and tasks at once without letting quality slip.

Stay Organized & Collaborate Cross-Functionally

• Maintain accurate documentation across Salesforce and internal systems.
• Complete assigned tasks and workflows in a timely manner.
• Partner cross-functionally to advocate for members and improve the overall experience.

What You'll Bring

• 4+ years of customer experience or support, and 2+ years working in accounting or taxes.
• Experience with Xero, QuickBooks Online, Gusto, ADP, or similar accounting and payroll tools.
• Strong understanding of payroll taxes; experience with S-Corp payroll is a plus.
• A passion for helping our members and thriving in a customer-centric role.
• Attention to detail, strong customer service skills, and the ability to manage multiple tasks.
• Clear, professional written and verbal communication.
• Ability to work effectively in a fast-paced environment with minimal supervision.

What We Offer

• Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. Please note that we're open to remote candidates within the U.S. for this role, but Bay Area-based employees follow a hybrid schedule.
• Health & Wellness: $200 quarterly reimbursement to support your well-being.
• Fresh Lunch: Provided on in-office days for those in a hybrid schedule.
• Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule.
• Time Off: Flexible PTO plus 14 company holidays.
• Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents.
• Parental Leave: 16 weeks fully paid.
• Retirement & Ownership: 401k plan plus an equity package.
• Team Connection: Quarterly virtual events and an annual in-person summit.