Senior Member Support Specialist

Collective • San Francisco, CA

14d • Remote

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 advisory role in helping self-employed people understand their finances and run their businesses with confidence.

Requirements

• 4+ years of customer experience or support.
• 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.
• 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.

Nice To Haves

• Experience with S-Corp payroll is a plus.

Responsibilities

• Guide members through onboarding and day-to-day account questions via video calls (approximately 4–5 hours daily).
• Serve as a go-to resource for members navigating the 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

• $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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed