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About the Role
Collective is building a member experience function that scales while maintaining a high level of trust and personalization. This role involves designing and operating a system where most members receive AI-assisted support, while a select few get dedicated human attention. It's a builder's role focused on inventing and tuning the machinery that delivers this unique member experience.
Responsibilities
- Own the integrated Member Experience organization, including Support and Success.
- Design, launch, and tune a tiered coverage model for members.
- Own the mechanism for assigning coverage levels and evolving it based on data.
- Build and operate an intervention library with defined triggers and actions.
- Partner with AI and in-product teams to increase automation in support.
- Maintain quality standards, ensuring metrics like first contact resolution and satisfaction do not regress as volume triples.
- Establish and lead a new pooled coverage function for underserved members.
- Build a measurement framework from first principles to manage performance.
Requirements
- 8+ years leading customer support, customer success, or member experience in high-growth, high-trust businesses, fintech, financial services, or professional services.
- Direct experience designing or operating a tiered coverage model with pooled, automation-assisted coverage for the majority and named coverage for a segment.
- Proven track record of building mechanisms, trigger-based interventions, or automated workflows.
- Experience transitioning customer bases between coverage models and mitigating retention risk.
- A clear point of view on the appropriate use of AI and automation in service operations.
- Fluency with the economics of a service organization, including cost per role and unit economics.
- A bias toward mechanism over effort; focus on system improvements rather than just increased effort.
- Comfort inheriting and executing on partially-defined strategic directions.
Skills
- Customer Support
- Customer Success
- Member Experience
- AI and Automation
- Service Operations
- Data Analysis
- Team Leadership
- Financial Services
- Fintech
- Professional Services
Location
- San Francisco
Work Type
- Hybrid
Experience Level
- 8+ years
Benefits
- Hybrid Work Model
- Fresh Lunch on in-office days
- $150 monthly commuter reimbursement
- $200 quarterly health & wellness reimbursement
- Flexible PTO
- 14 company holidays
- 100% medical, dental, and vision coverage for employees
- 75% coverage for dependents' medical, dental, and vision
- 16 weeks fully paid parental leave
- 401k plan
- Equity package
- Quarterly virtual events
- Annual in-person summit
About the Company
- Collective redefines how businesses-of-one operate by providing an integrated platform for incorporation, accounting, bookkeeping, tax services, and community.
- The company aims to empower self-employed individuals with tax savings typically available to large corporations.
- Collective has been featured in major publications like Forbes, Business Insider, and Bloomberg.
- The company is backed by prominent investors including General Catalyst, Sound Ventures, and Google’s Gradient Ventures.