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Collective is a fintech platform empowering self-employed professionals and small business owners with integrated accounting, bookkeeping, tax services, and community support. The company is backed by top-tier investors including General Catalyst, Sound Ventures, and Google's Gradient Ventures.
As a Senior Member Support Specialist, you will be the trusted guide for new members onboarding onto Collective's all-in-one accounting platform. This is a high-impact, customer-centric role focused on delivering exceptional support through video calls, technical guidance, and financial education.
Key Responsibilities:
- Conduct 4–5 hours of daily video calls with members, guiding them through onboarding and resolving account questions
- Serve as a go-to resource for members navigating the platform, troubleshooting issues and escalating when needed
- Guide members through payroll setup and explain payroll tax concepts, including S-Corp considerations
- Translate complex accounting, tax, and payroll topics into clear, accessible explanations for entrepreneurs with varying financial literacy
- Support members pre- and post-onboarding with questions related to tax, accounting, payroll, and platform usage
- Deliver exceptional member experience with a warm, professional, solutions-oriented approach
- Manage multiple member conversations and tasks simultaneously while maintaining quality
- Maintain accurate documentation in Salesforce and internal systems
- Collaborate cross-functionally to advocate for members and improve overall experience
Requirements:
- 4+ years of customer experience or support background
- 2+ years of hands-on experience working directly with accounting, tax, or payroll systems
- Familiarity with platforms such as Xero, QuickBooks Online, Gusto, ADP, or similar accounting and payroll software
- Clear understanding of payroll taxes and ability to explain concepts like S-Corp reasonable compensation to business owners without financial backgrounds
- Growth mindset and readiness to learn; company provides substantial in-house training
- Genuine passion for supporting customers paired with strong written and verbal communication skills
- Sharp attention to detail, strong task-management skills, and self-direction to thrive independently in a fast-paced environment
