Senior Member Support Specialist (Fully Remote)

Collective; United States; Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision

401k and equity

Flexible PTO

14 company holidays

Parental leave (16 weeks)

Job summary

Collective is seeking a Customer Experience professional to guide new members through onboarding on our all-in-one accounting platform. You will be the trusted resource for bookkeeping, payroll, and tax questions, spending most of the day on video calls.

In this role you will conduct 4–5 hours of daily video consultations, assist with payroll and S-Corp taxes, and collaborate with teams to improve the member experience, documentation, and processes.

Qualifications

• 4+ years in customer experience with 2+ years working with accounting, tax, or payroll systems.
• Familiarity with Xero, QuickBooks Online, Gusto, ADP, or similar platforms.
• Strong customer-centric passion, attention to detail, and a growth mindset.

Responsibilities

• Conduct 4-5 hours of video calls daily, troubleshooting issues and explaining complex topics clearly.
• Help members run payroll, understand S-Corp payroll taxes, and build confidence in their finances.
• Maintain accurate documentation and collaborate cross-functionally to improve the member experience.

Skills

Customer experience

Communication

Problem solving

Attention to detail

Growth mindset

Tools

Xero

QuickBooks Online

Gusto

ADP

Job description

• Guide new members through a smooth onboarding experience on Collective's all-in-one accounting platform.
• Serve as a trusted resource for bookkeeping, payroll, and tax inquiries, spending most of the day on video calls.

What You'll Do:

• Conduct 4-5 hours of video calls daily, troubleshooting issues and explaining complex topics clearly.
• Help members run payroll, understand S-Corp payroll taxes, and build confidence in their finances.
• Maintain accurate documentation and collaborate cross-functionally to improve the member experience.

What You'll Bring:

• 4+ years in customer experience plus 2+ years working with accounting, tax, or payroll systems.
• Familiarity with Xero, QuickBooks Online, Gusto, ADP, or similar platforms.
• Strong customer-centric passion, attention to detail, and a growth mindset.

What We Offer:

• Remote-friendly environment with flexibility to work from home.
• Comprehensive benefits including medical, dental, vision, 401k, and equity.
• Flexible PTO, 14 company holidays, and 16 weeks fully paid parental leave.

Collective

Collective provides an integrated platform for self-employed people, handling business incorporation, accounting, bookkeeping, and tax services. Backed by major investors, the company fosters an empowering, member-first culture focused on financial independence.