Senior Member Support Specialist
About The Position
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.
Requirements
- 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.
- Aptitude to build on your existing foundation.
- 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.
Nice To Haves
- We provide substantial in-house training and we are screening for your aptitude to build on your existing foundation, not a finished expert.
Responsibilities
- 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
- $200 quarterly reimbursement to support your well-being.
- Fresh Lunch: Provided 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
