Senior Member Support Specialist

About the role

Guide Members Through Onboarding & Ongoing Support
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.

What You'll Do

• 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.
• DELIVER EXCEPTIONAL MEMBER EXPERIENCE BY SUPPORTING ENTREPRENEURS AND THE SELF-EEMPLOYED WITH A MEMBER-FIRST MINDSET, TREATING EVERY INTERACTION AS A CHANCE TO BUILD TRUST.
• BRAINSTORM 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.

What You'll Bring

• 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.

What We Offer

• REMOTE-FRIENDLY ENVIRONMENT: FLEXIBILITY TO WORK FROM HOME WHILE STAYING CONNECTED TO THE TEAM.
• HEALTH & WELLNESS: $200 QUARTERLY REIMBURSEMENT TO SUPPORT YOUR WELL-BEING.
• FRESH LUNCH: PROVIDED ON IN-OFICE DAYS FOR THOSE IN A HYBRID SCHEDULE.
• COMMUTER SUPPORT: $150 MONTHLY REIMBURSEMENT FOR TRANSIT EXPENSES FOR THOSE IN A HYBRID SCHEDULE.
• 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.