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Collective is a fintech platform empowering self-employed professionals and small business owners with integrated business services including incorporation, accounting, bookkeeping, tax services, and community access. The company is backed by top-tier investors including General Catalyst, Sound Ventures, QED Investors, and Google's Gradient Ventures.
As a Member Support Specialist, you will be the primary point of contact for new members during onboarding, guiding them through business establishment and verification. You'll build trust through clear, timely, and professional communication while managing inquiries across email, phone, video, and text.
Key responsibilities include:
- Serving as the primary support contact for member questions throughout the onboarding process
- Assisting members with inquiries related to tax, accounting, payroll, and U.S. corporate structures (LLCs, S Corps)
- Leveraging cross-functional resources to provide accurate, professional guidance
- Managing inbound member inquiries about products, processes, taxes, and accounting
- Proactively sending updates and reminders about key onboarding milestones
- Identifying opportunities to streamline and improve the onboarding process
- Adapting quickly in a fast-paced environment to resolve member issues effectively
The role blends customer support, cross-functional collaboration, and proactive outreach. You'll work in a remote-friendly environment with flexibility to work from home, though Bay Area-based employees follow a hybrid schedule.
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, and U.S. corporate structures (LLCs, S Corps)
- Proficiency with online bookkeeping and payroll systems
- Exceptional written and verbal English communication skills with ability to explain complex topics clearly
- Strong organizational skills to manage multiple clients and tasks simultaneously
- Collaborative, professional mindset with commitment to supporting colleagues
- Strong critical thinking abilities, comfort with ambiguity, and proactive problem-solving approach
- Confidence engaging with customers across multiple communication channels
