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 guidance role in helping self-employed people understand their finances and run their businesses with confidence.

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.

Senior Member Support Specialist

Responsibilities

Benefits

Company

Collective

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