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About the Role
As a Senior Member Support Specialist, 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. You will play a key guidance role in helping self-employed people understand their finances and run their businesses with confidence.
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.
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.
- Strong, professional written and verbal communication skills.
- Sharp attention to detail.
- Strong task-management skills.
- Self-direction to thrive independently in a fast-paced environment.
Skills
- Accounting
- Tax
- Payroll
- Customer Service
- Salesforce
Location
- Remote (U.S.)
- Hybrid (Bay Area)
Work Type
- Remote
- Hybrid
Experience Level
- Senior
Benefits
- Remote-friendly environment
- $200 quarterly reimbursement for well-being
- Fresh lunch provided on in-office days (hybrid schedule)
- $150 monthly reimbursement for transit expenses (hybrid schedule)
- Flexible PTO
- 14 company holidays
- 100% medical, dental, and vision coverage for employees
- 75% coverage for dependents
- 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.