Senior Member Support Specialist

About The Role

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, 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. We’re looking for an expert who pairs deep accounting and payroll knowledge with genuine customer service instincts—someone equally comfortable creating P&L reports and supporting solo entrepreneurs with a member-first mindset.

What You'll Do

• 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.
• Apply Accounting, Tax & Payroll Expertise
  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
  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.
• Stay Organized & Collaborate Cross-Functionally
  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.
• A 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.
• An attention to detail, strong customer service skills, and the ability to manage multiple tasks.
• A clear, professional written and verbal communication ability.
• The ability to work effectively in a fast-paced environment with minimal supervision.

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-office days for those in a hybrid schedule.
• Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule.
• 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.

Compensation Range

$75K - $85K