Senior Member Support Specialist

Collective

Senior Member Support Specialist guiding onboarding through video calls in accounting platform for self-employed individuals. Combining accounting expertise with customer support to enhance member experience.

Posted 7/9/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $75,000 - $85,000 per yearWebsite

About the role

Key responsibilities & impact

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.
Maintain accurate documentation across Salesforce and internal systems.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AccountingPayroll ProcessingTax RegulationsS-Corp PayrollDocumentation Management

Soft Skills

Customer ServiceCommunicationAttention to DetailProblem-SolvingMulti-tasking