Member Support Specialist

Collective; San Francisco (CA); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote-Friendly Environment

Health & Wellness: $200 quarterly (re:

Job summary

Collective is seeking a Member Support Specialist to guide new members through onboarding, helping them set up or verify their businesses. You will be the primary contact, delivering timely, clear, and professional communication across email and phone.

You will work in a remote-friendly, US-wide setup with hybrid options for Bay Area employees, assisting with tax, accounting, payroll, and LLC/S Corp structures, and ensuring a smooth onboarding experience for entrepreneurs.

Qualifications

• 2+ years in a customer-facing role (contact center, accounting, payroll, or tax-related environment preferred).
• Familiarity with U.S. taxes, tax-filing procedures, U.S. corporate structures (LLCs/S Corps).
• Proficiency with online bookkeeping and payroll systems.
• Exceptional written and verbal English communication; ability to explain complex topics clearly.
• Strong organizational skills; ability to manage multiple clients and tasks.
• Collaborative, professional mindset and willingness to support colleagues.
• Confident engaging with customers across email, phone, video, and text.

Responsibilities

• Serve as the primary point of contact for member questions during onboarding.
• Assist with inquiries related to tax, accounting, payroll, and U.S. corporate structures using cross-functional resources.
• Apply basic understanding of topics; advanced knowledge is a plus but not required.
• Adapt quickly in a fast-paced environment to resolve issues effectively.
• Manage inbound inquiries about product, process, taxes, and accounting via email and phone.
• Proactively send updates and reminders about onboarding milestones.
• Identify opportunities to streamline and improve onboarding processes.

Skills

Customer-facing experience

Excellent written English

Verbal communication

Strong organizational skills

Collaborative mindset

Critical thinking

Multichannel support (email, phone, ch

Job description

About Collective:

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.

About the role:

As a Member Support Specialist at Collective, you will guide new members through the onboarding process, ensuring they successfully establish or verify their businesses. You'll be their primary point of contact, building trust through timely, clear, and professional communication. This role blends customer support, cross-functional collaboration, and proactive outreach - no two days will be the same, and the impact you make on our entrepreneurs is significant.

What you'll do:

• Serve as the primary point of contact for member questions throughout onboarding.

• Assist members with inquiries related to tax, accounting, payroll, and U.S. corporate structures (especially LLCs/S Corps), using cross-functional resources to ensure accurate, professional communication.

• Apply a basic understanding of these topics (advanced proficiency is a plus, not a requirement).

• Adapt quickly in a fast-paced environment to resolve member issues effectively.

• Manage inbound member inquiries about our product, process, taxes, and accounting via email and phone.

• Proactively send updates and reminders about key onboarding milestones.

• Identify opportunities to streamline and improve the onboarding process.

What you'll bring:

• 2+ years of experience in a customer-facing role (contact center, accounting, payroll, or tax-related environment preferred).

• Familiarity with U.S. taxes, tax-filing procedures, U.S. corporate structures (LLCs/S Corps), and proficiency with online bookkeeping and payroll systems.

• Exceptional written and verbal English communication skills, with the ability to explain complex topics clearly and manage conflict effectively.

• Strong organizational skills with the ability to manage multiple clients and tasks simultaneously.

• A collaborative, professional mindset with a commitment to supporting colleagues and contributing to shared goals.

• Strong critical thinking abilities, comfort with ambiguity, and a proactive approach to identifying and solving customer problems.

• Confidence engaging with customers across email, phone, video, and text.

What we offer:

• Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. Please note that we're 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.

• 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.

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