Collective

Role Description 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. Qualifications - 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. Requirements - Guide Members Through Onboarding & Ongoing Support - 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. - Apply Accounting, Tax & Payroll Expertise - 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. - Deliver Exceptional Member Experience - 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. - Stay Organized & Collaborate Cross-Functionally - 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. Benefits - Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. - 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.

• Lead the audit, cleanup, and architecture of the Operations data subset within our shared BigQuery warehouse. • Build and maintain dimensional models in dbt with testing, lineage, and version control. • Design and maintain the dashboards and metrics that give leadership real-time visibility into operational health. • Join operational data to GTM and financial data to answer key questions regarding service quality and costs. • Partner with the team on statistical process control, variance analysis, and root cause analytics. • Establish SQL, modeling, and analytics engineering standards that Strategic Operations scales on.

• Lead generation of inbound and outbound sales efforts to develop a sales pipeline. Develop relationships, become a self-employed business expert, and ultimately bring in new members. • Drive calls with self-employed entrepreneurs across verticals where you’ll understand our prospects’ business needs, articulate Collective’s unique value proposition in relation to that customer, and ultimately book meetings that drive revenue. • Problem solve: provide feedback and recommendations that improve our products, services and position in the competitive marketplace. • Member experience – ensure all prospective Members are provided with the service of a <24-hour response time as well as creating strategies to surprise and delight throughout the outbound process. • Partner with the Marketing team on GTM strategies, vertical strategy, and provide insight from your daily conversations with prospective members. • Perform other essential duties as assigned.

Role Description Member Success exists to get members the most value out of their membership through outreach that happens before they ask, not tickets answered after they do, and that only works if the team delivering it is well-coached and protected from overflow. As Manager, Member Success, you own that day-to-day for roughly half the team, about 10–12 MSMs, including the Senior MSMs who already operate as player-coaches. You report to the Sr. Manager, Member Success, who owns the function's overall strategy; you own making the daily work right for your group, without exception. You lead from the front, not the sidelines: you're in the room modeling the standard, not just describing it in a 1:1, and you catch what's slipping before it becomes a pattern instead of a retro topic. You don't carry a permanent book, but you're never far from one: coverage gaps, escalations, and coaching moments put you in the queue and on the call. Beyond the daily work, you're accountable for how your team spends its time and its money, comfortable pulling your own numbers to know exactly where things stand, and invested in making sure your MSMs get real value out of the AI tools Collective is rolling out. What you’ll do - Run the team’s daily engine. - Own the daily and weekly operating rhythm, queue health, call coverage, SOP and metric hygiene, so your team hits the service-level bar (24-hour response, 5-day resolution, 90%+) every week, not just when things are calm. - Build a deep bench. - Coach and QA your MSMs’ calls and written communication daily, develop judgment over just output, and turn your Senior MSMs into real player-coaches, addressing underperformance head-on before it becomes a pattern. - Keep your team focused on high-value work. - Partner closely with Service and Support so handoffs stay clean, surface friction early so it gets fixed at the source, and make the day-to-day coverage and staffing calls yourself. - Run your team's economics well. - Keep your team's capacity fully utilized, and use credits, refunds, and goodwill gestures as a deliberate tool for protecting member satisfaction and reinforcing retention, not a reflex. - Catch risk before it becomes a story. - Escalate member-facing risk and anything compliance-adjacent early, knowing exactly when a case belongs above your desk, run the post-mortem when something misses, and use SLA and time-to-resolution patterns to get ahead of the next one. - Make the work add up. - Translate the Sr. Manager’s priorities into targets your team can act on this week, keep them focused on the highest-leverage work, and turn what you’re seeing into real process fixes. Qualifications - 5+ years in a client-facing success, support, or account management role in a high-trust, high-value relationship business. - 1–2+ years directly managing people who own ongoing relationships, not just transactions. - Comfortable with the financial and tax concepts your team works in daily, S-Corp structure, reasonable salary, estimated taxes, enough to coach a tough call even though you’re not the one making it. - Data-savvy and self-serve. You’re comfortable pulling your own numbers from whatever system you’re given, building a clean view of how your team is performing, and turning it into something you and your Sr. Manager can act on. - AI-curious and AI-comfortable. You’ve used AI tools to do real work, drafting, summarizing, finding patterns, and you’re genuinely interested in where Collective is taking this, not just tolerating it. - A real coach who leads by doing, not just observing. You can sit with an MSM after a hard call and walk away with both of you knowing what to do differently, not just what went wrong. - Hyper-organized. You can run a tight weekly cadence, 1:1s, pipeline reviews, health check-ins, across 10–12 direct reports without anything falling through the cracks. - A clear, fast escalator. You raise structural problems instead of quietly absorbing them, and you know the difference between a judgment call that’s yours and one that belongs to your Sr. Manager. - Comfortable in our day-to-day stack, AppSheet, Front, Slack, Calendly, and G Suite, and quick to pick up new tools as we add them. Nice to haves - Experience managing player-coaches or senior ICs who mentor others. - Background in financial services, fintech, or tax and accounting services for small businesses. - Experience working alongside a dedicated escalations, financial resolution, or credits/refunds program. Benefits - Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. - 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.

• Own day-to-day management of Collective's organic social channels (Instagram, LinkedIn, TikTok, X), including content scheduling, posting, and platform-specific optimizations with a goal of publishing 1-2 high-quality posts per day across channels. • Develop and execute a bold, forward-thinking organic content strategy that pushes creative boundaries, establishes Collective as a thought leader in the solopreneur space, and drives audience growth, customer acquisition, and community building. • Own the social content calendar—planning content weeks in advance to ensure a cohesive narrative across platforms that aligns with broader company goals, upcoming campaigns, and key industry dates—while staying agile enough to jump on trends, breaking news, or cultural moments before they pass. • Build and nurture online communities that strengthen our movement, drive brand loyalty, and convert audience members into customers. • Maintain a consistent visual style and raise the bar on content quality across all channels—setting a standard that stands out in the feed. • Monitor and engage with comments across all social channels—responding to questions, flagging important conversations, and maintaining a positive and on-brand community experience. • Source and prospect new influencer talent aligned with Collective's brand and target audience, managing a roster of up to 30 influencers. • Lead outreach, rate negotiation, and contracting for new and existing influencer partnerships. • Onboard new influencers and serve as their primary point of contact, ensuring they have the creative context and brand knowledge to produce great content. • Provide clear creative direction and ongoing feedback to ensure influencer content meets our quality bar and resonates with our audience. • Deliver sourced creator content and talent recommendations to the paid media team for amplification, acting as the bridge between the influencer program and paid channels. • Collaborate with Collective team members, executives, and subject matter experts to support the creation of engaging social-first content. • Be comfortable in front of the camera when the situation calls for it, and able to help bring out authentic performances from non-professional talent. • Collaborate with members, influencers, and other experts to continuously improve content quality and relevance. • Own and report on core KPIs including audience growth, engagement, and the influencer program's contribution to content pipeline. • Conduct regular competitive analysis and channel audits to identify opportunities and inform strategic pivots. • Use data insights to continuously optimize content performance, testing new formats and approaches. • Stay ahead of platform algorithm changes, content trends, and influencer marketing best practices.

Role Description We're looking for a strategic, hands-on Sales Enablement Manager to build the programs, content, and training that help our go-to-market team perform at its best. You'll partner across Sales, Product, Legal, and Marketing to equip Account Executives and BDRs with the knowledge, tools, and resources they need to ramp quickly, improve performance, and drive revenue. What you'll do: - Sales Campaigns & Content: - Own email cadences across the full sales lifecycle (MQL → Closed Lost), urgency campaigns, and seasonal playbooks. Build, test, and iterate relentlessly. - Run a structured A/B testing program — subject lines, copy, CTAs, sequence timing — with a clear measurement plan and documented learnings. - Develop and maintain sales collateral (decks, one-pagers, objection handlers) segmented by entity type, geo, and professional vertical. Keep everything current as Collective policy, IRS rules, and state legislation evolve. - Support content initiatives on channels like Reddit and community forums where subject matter authority matters. Collaborate with Growth and BDR to drive scheduled call volume. - Training & Onboarding: - Own the Account Executive and BDR training curriculum — from new hire bootcamp through ongoing skill development. Extend core training to adjacent GTM roles (e.g., Product Marketing, Partnerships). - Design and maintain 60-day onboarding plans with explicit KPI milestones. Partner with hiring managers to ensure ramp targets are hit. - Build certification programs that raise the bar: reps shouldn’t carry a quota until they can pass the test. - Facilitate peer call review culture. Create feedback loops that make the team better week over week. - Measurement & Accountability: - Own outcomes, not just activities. Track campaign performance (conversion rates, revenue influence), training compliance, and rep ramp metrics against defined benchmarks. - Leverage Nooks, Salesforce, and available BI tooling to surface insights and report program ROI to sales leadership. - Proactively identify gaps — in rep knowledge, collateral coverage, or campaign performance — and close them before they become revenue problems. - Cross-Functional Stakeholder Management: - Serve as the connective tissue between Sales and Legal, EPD, Product, Growth, and Member Services. - Translate policy and product changes into actionable rep guidance on tight timelines. No rep should be surprised by a compliance update on a live call. - Gather voice-of-customer and voice-of-field insights to inform product and marketing decisions. - Flex Support: - Support the Director of Sales and Head of Growth Marketing on strategic GTM projects as needed. - Ability to flex as an Account Executive and take sales calls when the business needs it. Qualifications - 5+ years in sales enablement, B2B sales, or revenue marketing. You’ve owned programs end-to-end, not just contributed to them. - Deep subject matter expertise in tax, accounting, or small business finance. You understand S-Corps, reasonable compensation, and entity formation well enough to train others on it. - Proven track record building and improving sales training curricula that measurably reduce ramp time and improve quota attainment. - Strong content and writing chops — you can write a high-converting cold email and an exec-ready deck in the same afternoon. - Analytical fluency: comfortable pulling reports, building measurement frameworks, and presenting data-driven insights. Excel/Sheets required; SQL a strong plus. - Thrives with autonomy and ambiguity. You don’t wait for a brief — you define the problem, propose a solution, and execute. - Excellent stakeholder management. You can align Legal, Product, and Sales on a shared deliverable under deadline. Nice to Have - Experience with sales engagement platforms (Nooks, Outreach, Salesloft) and conversation intelligence tools (Momentum, Chorus). - Experience enabling or working within a BDR/SDR org. Benefits - Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. 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.

Role Description We are looking for an experienced Salesforce Consultant to support and enhance our Salesforce ecosystem on an hourly contract basis. This is a fully remote role open to candidates across LATAM, with a preference for candidates based in Brazil. This role is ideal for a highly independent engineer who can partner closely with Product, Sales, Marketing, and Engineering teams to design scalable solutions, improve operational efficiency, and maintain critical business systems. You will work across Sales Cloud and Salesforce Marketing Cloud environments, contributing to hands-on development. The role involves building automations, integrations, AI-driven workflows, and scalable backend processes that directly support revenue operations and customer lifecycle management. What you'll do - Utilize Salesforce APIs to seamlessly integrate Salesforce with diverse tools and third-party applications. - Develop coding solutions using fundamental Salesforce programming languages, including Apex, Lightning Web Components, HTML, XML, JavaScript, CSS, SOQL, and RestAPIs. - Demonstrate expertise in handling cloud events between external systems and the Salesforce platform. - Demonstrate a strong understanding of workflow, process builder, and flows to optimize Salesforce functionality. - Possess an expert level of knowledge in CRM Sales and Customer Service functionality, including integrations with external systems. - Execute data migration tasks within the Salesforce environment. - Be flexible in adapting to changing priorities, comfortable working independently, and capable of managing heavy workloads and projects, often on a time-sensitive basis, while maintaining accuracy and strong attention to detail. - Operate with minimal guidance, knowing when and where to seek assistance when faced with challenges. Qualifications - 5+ years of development experience, showcasing a strong foundation in Salesforce technologies. - Hold a BA/BS/Masters in Computer Science, Engineering, or another quantitative field. - Experience maintaining Salesforce.com in a complex environment. - Knowledgeable of Salesforce.com architecture and API. - Salesforce Marketing Cloud experience - preferable. Benefits - Hybrid Work Model: Based in San Francisco with a balance of in-office and remote flexibility. - Fresh Lunch: Provided on in-office days. - Commuter Support: $150 monthly reimbursement for transit expenses. - Health & Wellness: $200 quarterly reimbursement to support your well-being. - 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.

• Manage a portfolio of approximately 400 members as their dedicated success manager. • Build strong relationships and proactively engage members based on their goals, risks, and opportunities. • Provide year-round support and guidance tailored to each member’s financial and business needs. • Identify at-risk members and expansion opportunities, driving retention and growth within your book. • Educate members on S Corporations, tax strategy, reasonable salary decisions, and how Collective works end-to-end. • Guide members through quarterly check-ins, estimated taxes, and ongoing business operations. • Support members with questions related to tax, accounting, payroll, and business management. • Respond to member inquiries within established service-level expectations. • Actively manage and resolve member requests, escalating when appropriate. • Conduct proactive member calls and check-ins to provide strategic guidance and support. • 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. • Build trust through clear, professional communication across email, phone, and video.

• Drive sourcing and pipeline generation for technical roles across Engineering, with a strong focus on identifying, engaging, and nurturing passive talent. • Develop creative sourcing strategies across LinkedIn, referrals, talent communities, events, and other channels to attract high-quality technical candidates. • Conduct recruiter screens and manage candidates throughout the interview process while delivering a strong candidate experience through proactive communication and relationship building. • Partner closely with recruiters and hiring managers to calibrate talent profiles, share market insights, and adjust sourcing strategies as hiring needs evolve. • Track pipeline health, sourcing effectiveness, and recruiting metrics to improve outreach strategies, conversion rates, and overall hiring outcomes. • Continuously improve sourcing workflows and operational efficiency using tools like Ashby, Pin, and Claude.

Lead full-cycle recruiting for technical roles, build strong talent pipelines, and partner with hiring managers to enhance hiring processes while ensuring an exceptional candidate experience and leveraging data-driven decision-making.