Senior Member Support Specialist

Job not on LinkedIn

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $75k - $85k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Collective

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

💳 Fintech

☁️ SaaS

Fintech • SaaS

Collective is an all-in-one financial platform for self-employed entrepreneurs and freelancers. It provides software tools and partnered services for tax optimization, bookkeeping, payroll, and business formation, helping members save on business taxes and manage their finances efficiently. Collective offers self-help tools rather than legal or financial advice and integrates third-party tax preparation and related services.

📋 Description

• 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

• 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

• 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.