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Collective is building a platform that empowers self-employed professionals with integrated business services—incorporation, accounting, bookkeeping, tax services, and community—all in one place. The company is backed by top-tier investors including General Catalyst, Sound Ventures, and Google's Gradient Ventures.
You will own the combined Support and Success function as a single integrated Member Experience organization, responsible for designing and operating a system that scales trust and personalization simultaneously. This is a builder's role focused on creating industrial-grade mechanisms rather than managing existing processes.
Key responsibilities include:
- Design and launch a tiered coverage model where a small number of high-need members receive dedicated, named attention while the majority are served through pooled, AI-assisted coverage—without sacrificing the sense of personal relationship.
- Own the mechanism that determines coverage allocation and evolve it based on real predictive data about member needs.
- Build and operate an intervention library: specific, trigger-based actions (payment failures, stalled onboarding, satisfaction drops) that execute on defined channels with defined automation levels, each measured against targets.
- Partner with AI and product teams to convert routine support volume to self-service and chat deflection while making principled decisions about where humans must remain in the loop.
- Maintain quality as a non-negotiable floor while volume triples, ensuring first-contact resolution and satisfaction do not regress.
- Stand up a new pooled coverage function for underserved members, including team building, operating cadence, and cost-effective delivery mechanics.
- Build a measurement framework from first principles, favoring specific, durable metrics tied to real behavior over composite scores.
You bring 8+ years leading customer support, success, or member experience in high-growth, high-trust businesses (fintech, financial services, or professional services preferred). You have direct experience designing tiered or pooled coverage models, building mechanisms and trigger-based workflows, and transitioning existing customer bases between coverage models. You understand the economics of service operations, have a principled point of view on AI and automation placement, and default to fixing systems rather than pushing teams harder. You're comfortable inheriting a partially-defined strategy and resolving remaining judgment calls with full accountability.
