Member Support Specialist

About Collective:

Collective is on a mission to redefine the way businesses-of-one work. Our technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform. We believe in empowering self-employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork.

Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, TechCrunch, and more. We are backed by General Catalyst, Sound Ventures, QED Investors, Google’s Gradient Ventures, Expa, and other investors who have financed iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, and Lyft.

About the role:

As a Member Support Specialist at Collective, you will guide new members through a smooth and successful onboarding experience onto our all-in-one accounting platform. Following each member’s enrollment, you will build on the sales conversation and make sure every required step, document, and business setup requirement is completed accurately, compliantly, and on time. Along the way, you will help members understand the value of their membership and build confidence in running their business with Collective’s support. The trust and momentum established during these first weeks are essential to long-term engagement with our product.

You will serve as a trusted point of contact across chat, phone, and video, communicating in a clear, timely, and professional manner, and you will continue to support members with their day-to-day questions after onboarding. This role blends customer support, cross-functional collaboration, and proactive outreach. No two days will be the same, and the impact you make on our entrepreneurs is significant.

What you'll do:

- Serve as the primary point of contact during member onboarding, guiding individuals through entity formation or business verification.

- Manage inbound member inquiries about our product, process, taxes, payroll, and accounting via chat, and phone, resolving issues quickly and effectively.

- Explain foundational concepts such as LLC and S Corp structures, bookkeeping basics, and how payroll works on our platform.

- Conduct video calls with members on core onboarding and platform topics, building toward leading more complex consultations.

- Adapt quickly in a fast-paced environment to resolve member issues effectively.

- Proactively send updates and reminders about key onboarding milestones.

- Identify opportunities to streamline and improve the onboarding process.

What you'll bring:

- 2+ years of experience in customer support, with 1+ years in tax, or accounting, or payroll (combination of experience preferred).

- A working understanding of US taxes, tax-filing basics, and business structures like LLCs and S Corps.

- Exceptional written and verbal English communication skills, with the ability to explain complex topics clearly and manage conflict effectively.

- Hands-on experience with online bookkeeping or payroll software such as QuickBooks, Xero, Gusto, or ADP, along with the ability to learn new platforms quickly.

- Strong organizational skills with the ability to manage multiple clients and tasks simultaneously.

- A collaborative, professional mindset with a commitment to supporting colleagues and contributing to shared goals.

- Strong critical thinking abilities, comfort with ambiguity, and a proactive approach to identifying and solving customer problems.

- Confidence engaging with customers across email, phone, video, and text.

What we offer:

- Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. Please note that we're open to remote candidates within the U.S. for this role, but Bay Area-based employees follow a hybrid schedule.

- 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.

#LI-Remote