Member Support Specialist
Who you are 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 the job involves 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 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
Benefits
Flex work setup Flexible PTO 14 paid holidays Paid parental leave (16 weeks) Health, dental, and vision Additional medical coverage 401k plan Equity