Senior Member Support Specialist

Collective • San Francisco, CA

1d • 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, which includes bookkeeping, payroll, and more.
We’re looking for someone who genuinely cares about supporting and empowering solopreneurs. The work is fast-paced and dynamic, and every day brings something new. You’ll play a key advisory role in helping entrepreneurs understand their finances and run their businesses with confidence.

Requirements

• 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

Responsibilities

• Conduct video calls with members each day (approximately 4–5 hours daily)
• Use your accounting expertise to create P&L reports and balance sheet statements for members who often have mixed business and personal activity
• Break down complex technical topics into clear, easy-to-understand explanations
• Guide members through running their first payroll and understanding payroll taxes
• Support entrepreneurs and the self-employed with a member-first mindset

Benefits

• Remote-Friendly Environment: Flexibility to work from home while staying connected to the team.
• Health & Wellness: $200 quarterly reimbursement to support your well-being.
• 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.

What This Job Offers

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