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About the Role
As a Member Support Specialist at Collective, you will guide new members through the onboarding process, ensuring they successfully establish or verify their businesses. You’ll be their primary point of contact, building trust through timely, clear, and professional communication. This role blends customer support, cross-functional collaboration, and proactive outreach, with significant impact on our entrepreneurs.
Responsibilities
- Serve as the primary point of contact for member questions throughout onboarding.
- Assist members with inquiries related to tax, accounting, payroll, and U.S. corporate structures (especially LLCs/S Corps), using cross-functional resources to ensure accurate, professional communication.
- Apply a basic understanding of tax, accounting, and U.S. corporate structures.
- Adapt quickly in a fast-paced environment to resolve member issues effectively.
- Manage inbound member inquiries about our product, process, taxes, and accounting via email and phone.
- Proactively send updates and reminders about key onboarding milestones.
- Identify opportunities to streamline and improve the onboarding process.
Requirements
- 2+ years of experience in a customer-facing role (contact center, accounting, payroll, or tax-related environment preferred).
- Familiarity with U.S. taxes, tax-filing procedures, U.S. corporate structures (LLCs/S Corps), and proficiency with online bookkeeping and payroll systems.
- Exceptional written and verbal English communication skills, with the ability to explain complex topics clearly and manage conflict effectively.
- Strong organizational skills with the ability to manage multiple clients and tasks simultaneously.
- A collaborative, professional mindset with a commitment to supporting colleagues and contributing to shared goals.
- Strong critical thinking abilities, comfort with ambiguity, and a proactive approach to identifying and solving customer problems.
- Confidence engaging with customers across email, phone, video, and text.
Location
- Remote (U.S.)
- Bay Area (Hybrid)
Work Type
- Remote
- Hybrid
Experience Level
- 2+ years
Benefits
- Remote-Friendly Environment
- $200 quarterly reimbursement for well-being
- Fresh Lunch on in-office days
- $150 monthly reimbursement for transit expenses
- 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 is on a mission to redefine the way businesses-of-one work.
- Our technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform.
- We believe in empowering self-employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork.
- Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, TechCrunch, and more.
- Backed by General Catalyst, Sound Ventures, QED Investors, Google’s Gradient Ventures, Expa, and other investors who have financed iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, and Lyft.