Senior Member Support Specialist

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.

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. The work is fast-paced and dynamic, and you’ll play a key advisory role in helping self-employed people understand their finances and run their businesses with confidence.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Attention to detail, strong customer service skills, and the ability to manage multiple tasks.

• Clear, professional written and verbal communication.

• Ability to work effectively in a fast-paced environment with minimal supervision.