Member Support Specialist

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.
• 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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