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.