[Hiring] Senior Member Support Specialist @Collective

Role Description

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 instincts—someone 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 guidance role in helping self-employed people understand their finances and run their businesses with confidence.

Qualifications

• 4+ years in customer experience or support
• 2+ years hands-on working directly with accounting, tax, or payroll systems
• Familiarity with platforms like Xero, QuickBooks Online, Gusto, ADP, or similar accounting and payroll software
• A clear grasp of payroll taxes, with the ability to explain concepts like S-Corp reasonable compensation to a business owner with no financial background
• A genuine drive to support members, paired with strong, professional written and verbal communication skills
• Sharp attention to detail, strong task-management skills, and the self-direction to thrive independently in a fast-paced environment

Requirements

• Conduct video calls with members each day (approximately 4–5 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
• 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
• 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
• 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

Benefits

• Flexibility to work from home while staying connected to the team
• $200 quarterly reimbursement to support your well-being
• Provided lunch on in-office days for those in a hybrid schedule
• $150 monthly reimbursement for transit expenses for those in a hybrid schedule
• Flexible PTO plus 14 company holidays
• 100% medical, dental, and vision for employees; 75% coverage for dependents
• 16 weeks fully paid parental leave
• 401k plan plus an equity package
• Quarterly virtual events and an annual in-person summit